Customer Services Coordinator

6 months ago

Pershore, United Kingdom Advanced Water Company Full time

**About Us**

Advanced Water Company is built on a reputation of excellent customer service and technical support with specialist product knowledge in the unvented spares market. We are an omnichannel distributor with our customer base expanding right across the National Merchants Sector and Distribution Centres, Independent Plumbing & Heating Merchants as well as Tradesman, M&E Contractors and online through our consumer website.

We have consistently grown our market share in the industry with a continued objective of emulating this high level of service and technical support throughout the UK. To achieve this, we have committed ourselves to delivering consistent quality by establishing a Quality Management System that satisfies the requirements of ISO 9001:2015. Our goal is for Advanced Water to be the first company to call for any unvented spares enquiry.

Whilst providing quality products and services to our customers is vital to our business, we also pride ourselves on working to reduce our impact upon the environment and have now established an Environmental Management System to satisfy the requirements of ISO 14001:2015.

Our company ethos is to create a good, healthy working environment with teamwork and collaboration key for our continued success. Working to both ISO 9001:2015 and ISO 14001:2015 ensures staff development and reducing our environmental impact remain our key focus. Our staff are at the heart of what we do and with the company aiming to nurture and grow for many years to come, this will ensure future opportunities for career progression.

Advanced Water Company puts great emphasis on the importance of maintaining a healthy and happy working environment for staff. As part of this, the Company’s aim is to ensure all employees receive fair and equal pay and benefits that are reflective of the roles and responsibilities for each position within the organisation, as well as individual skillsets and relevant experience. The company also aims to make additional benefits available throughout each employee’s career to reward staff for outstanding performance, achievements and loyalty to the company.

**The Purpose of this Job**

Reporting to the Customer Service Manager, the Customer Service Coordinator is responsible for all the aftersales care for Advanced Water customers and is the main point of contact for all order related discrepancies. On a day-to-day basis this can range from dealing with invoice queries, handling courier delivery problems and raising returns for goods no longer required/faulty. The timeliness and accuracy of paperwork is essential to enable the accounts department to action any resulting refunds accurately.

**Key Accountabilities**
- Logging new Cases and updating existing Cases in the company TeamHub system
- Raising customer Goods Return Notes (GRN’s)
- Communicating courier delivery discrepancies with customers and seeing these through to conclusion
- Arranging third party courier collections for goods when required
- Advising customers of credit refusals
- Actioning the correct procedures for customer cancelled orders
- Liaising with the Purchasing Department regarding out-of-stock items with linked sales orders and keeping customers updated on order progress accordingly
- Raising customer credit notes ready to be processed for refund through the Accounts department
- Dealing with customer issues and/or complaints.
- Raising new orders for orders that have been short shipped/Damaged or Lost in Transit
- Rectifying invoice discrepancies
- Raising claims via DPD for Lost or Damaged in Transits and monitoring these weekly until conclusion
- Investigating Cases and quotes regarding orders that may have been incorrectly advised
- Liaising with suppliers via the Purchasing department regarding restocking charges for non-stocked parts
- Ensuring the correct course of action is taken to reach a satisfactory resolution for all customers liaising with the Customer Service Manager when appropriate

Please note that the above duties are not exhaustive but are an illustrative list of the level required for the role and to maintain the operations of the Customer Services Department. The job description is produced to assist the post holder in identifying his/her primary duties. Occasionally, there may be requirements to provide cover for other roles within the company due to staff absences, i.e., holidays/illness. Cross-training would be provided on the relevant duties associated with the position.

**Knowledge, Skills, and Experience**
- Previous customer service experience essential
- Excellent written and verbal communication with the ability to listen and express him/herself clearly
- Good literacy and numeracy skills and IT literate
- Friendly, outgoing personality
- High attention to detail
- Calm, professional attitude
- Ability to work under pressure
- The ability to demonstrate trust, openness and respect in dealings with people.
- Honest, acts with integrity a

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