Customer Service Co-ordinator

3 months ago

Gateshead, United Kingdom Graphic Packaging International Full time

Inspired Packaging. A World of Difference.

The Customer Service Co-ordinator will deliver a first class service to our customers through excellent management of a portfolio of accounts allocated. Having close interaction with planning/production/operations to ensure the business provides a high level of customer service at all times.

They will be responsible for the efficient, effective continuous improvement on your portfolio of accounts. Delivering a high quality customer experience to each and every customer in line with the business objectives and the department’s overall targets and goals

**Responsibilities**
- Manage a full portfolio of account as allocated
- Ensure that procedures within the department are followed
- To ensure and maintain the departments targets and KPI’s are achieved through management of allocated accounts
- Provide information in a concise and timely manner, to both customers and members of the company
- Work closely with the external accounts manager to meet customer needs and expectations
- Accountable for Launch management on their portfolio of accounts
- Support the ethos of team working within the whole department
- Ensure regular and effective communication within and from all areas to achieve common business aims
- Liaise with customers as and when required with off site visits to be expected
- Be proactive in developing solutions to departmental issues, when required
- Identify issues and recommend adjustments or resolutions in order to rectify any issues
- Grow product knowledge both through regular product training and from working alongside internal departments
- Ensuring aged stocks, pre-aged stocks, overdue reserves, unreleased report, WIP status, extras tracker & Pack works tasks are continually being monitored on their accounts to meet company KPI’s
- Ensure board reserves are managed effectively
- Ensure attention to detail is paramount and ability to accurately transfer data/pricing from point of order to invoicing
- When on annual leave, conduct a full handover with their team
- Assist in covering accounts within the team when colleagues on annual leave.
- Perform any other duties as directed by the Customer Service Team Leader/Trainer

**Skills and Qualifications**
- Excellent customer facing skills
- First class telephone manner and communication skills both written and verbal.
- Highly organised
- An expert communicator at all levels, with proven ability to influence improvement within other functions/departments of the organisation
- Ability to work under pressure to deliver a high standard of service
- Self-Motivated and the ability to motivate others
- Process relevant information quickly and easily
- Attention to detail
- Excellent organisational and time management skills, with the ability to prioritise
- Personal integrity
- Able to work in a fast paced environment - FMCG preferred
- Strong commercial awareness and business acumen
- Organizing, Planning, and Prioritising Workload to achieve targeted KPI’s
- Ability to identify opportunities for process improvements
- Reviewing procedures ensuring they are fit for purpose and improve where required

**Interpersonal Skills**
- Ability to work in a highly pressurised environment
- Able to effectively prioritise and adapt to a varied and changeable workload
- Punctual, presentable and with good attendance
- Reliable
- Sense of urgency
- Energy and drive
- Analytical thinking
- Results focussed
- Positive attitude and commitment
- Ability to establish and maintain effective working relationships
- Ability to influence others and generate new ideas
- Effective problem-solving and decision making
- Forward thinking, innovative and able to see the ‘bigger picture’

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

**Salary**: £22,000.00-£26,000.00 per year

**Benefits**:

- Bereavement leave
- Company pension
- Employee discount
- Free parking
- Health & wellbeing programme
- Life insurance
- Referral programme
- Sick pay
- Work from home

Schedule:

- Day shift
- Monday to Friday
- No weekends

Work Location: Hybrid remote in Gateshead

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