Customer Service Coordinator

5 months ago

Sunderland, United Kingdom Rokshaw Laboratories Full time

Rokshaw Laboratories are a Pharmaceutical manufacturer and wholesaler, based across three sites in Pallion, Sunderland. We are currently looking for a Customer Service Co-ordinator to join our team of 3 in the Business to Business ordering department. Rokshaw have grown year by year so it’s an exciting time to join the company with great prospects for the future.

As a Customer Service Co-ordinator your role will be varied from day to day. We are a busy department so you must be a quick learner with excellent attention to detail. Full training will be provided but experience in a call-handling Customer Service/Administrative role is desirable.

**Job Title**:
Customer Service Coordinator

**Location**:
Unit 7 Rivergreen Industrial Estate, Sunderland, SR4 6AD

**Reports to**:
Customer Service Manager

**Job Purpose**:
Be part of the Customer Service Medical Cannabis team to participate in achieving targets, deliver exceptional levels of service to help grow the medical cannabis business in B2B and ensure all processes are running smoothly within the department.

**Key Responsibilities**:

- Be flexible in your role to suit the demands of the team and provide cover wherever necessary
- Try to resolve any concerns from customers at first point of contact, if necessary escalate using the complaints process, including logging within 24 hours
- Follow the order processing SOP, Process manufactured and stock orders on the Sage 200 system with excellent attention to detail and accuracy
- Speak to customers over the telephone in a professional, friendly manner providing knowledgeable information and first class support
- Place orders for outsourced items and update customers on lead times accordingly
- Check all orders with precision and log any errors
- Set up new customer accounts on the system, checking registration numbers and ensuring all account details are correct
- Follow company rules and department guidelines at all times
- Complete any requested documentation relating to your role in a timely manner
- Form solid relationships with other teams within Rokshaw such as the supply planning and warehouse teams, working together for the success of the business
- Liaise with external stakeholders such as couriers and third party suppliers to keep customers informed about their orders
- Uphold all company policies, be up to date with SOP changes and ensure your training file is kept up to date

**Skills and Experience**:

- Calmness under pressure
- Established background in Customer Service
- Assertive and professional attitude
- Organisation and forward planning
- Problem solving and decision making
- High standard of accuracy and attention to detail
- Familiar with Zendesk and Sage 200 (Desirable but not essential, full training will be provided)

**Job specification**:

- Office based
- 40 hours per week
- Shift rotation between the hours of 8.00am and 6.00pm
- Monday to Friday
- 6 month probation period
- Casual Dress
- Company bonus scheme eligible after probation period

**Job Types**: Permanent, Full-time

**Salary**: £21,000.00-£22,000.00 per year

**Benefits**:

- Casual dress
- Company pension
- Free parking
- Health & wellbeing programme
- On-site parking
- Private medical insurance

Schedule:

- 8 hour shift
- Monday to Friday

Supplemental pay types:

- Bonus scheme
- Quarterly bonus

**Experience**:

- inbound call handling: 1 year (required)

Work Location: In person

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