Customer Service Coordinator

5 months ago

Bolton, United Kingdom Leadership Recruitment Full time

Following significant investment from a Private Equity Investor, CCM Motorcycles, a prominent British motorcycle manufacturer, is embarking on a rebranding journey and seeks to continue its journey as a premium brand in the motorcycle industry but, importantly, focusing on becoming known more as a lifestyle brand than a motorbike manufacturer.

The rebranding journey involves significant investment in branding, product development, marketing, and working with high-profile brands and individuals.

The strategy also involves a rebrand and upgrade of our customer service proposition. And it is to this end that we seek a Customer Service Coordinator. The core focus of this role is to coordinate seamlessly stitching together every touchpoint throughout the lifetime of the relationship with the primary objective of ensuring an exceptionally positive experience for each customer.

Acting as the linchpin between official dealers, the service network, and our production facility, you will manage the customer journey from the initial enquiry through product delivery and throughout the lifetime of the relationship.

You will be a superb communicator with spoken language skills tailored to engage a sophisticated and affluent client base and a keen understanding of customer service.

**Essential Duties and Responsibilities**:
**Hubspot CRM Management**:

- Oversee and maintain the Hubspot CRM system, ensuring accurate data processing, cleanliness, and seamless lead progression through the sales funnel.

**Lead Handling**:

- Receive and process incoming enquiries from various channels such as social media, the website, and events, ensuring timely and efficient handling of all leads.

**Client Engagement**:
**Continuous CRM Optimisation**:

- Work towards optimising and consistently improving the functionality of the Hubspot CRM system.

**Liaison and Coordination**:

- Act as a liaison between customers and dealers to schedule test rides and orders.
- Facilitate the progression of customers through our onboarding programme from initial enquiry to product delivery.

**Issue Resolution**:

- Effectively address and resolve customer complaints.

**Delivery Process**:

- Ensure proper preparation of new bikes for delivery.
- Assist in bike delivery, providing customers with warranty details, maintenance schedules, and usage guidance.

**Customer Follow-Up**:

- Coordinate customer follow-up programmes to maintain post-sale contact.
- Ensure updated files are maintained for all customers.

**Service Appointments and Reports**:

- Schedule and confirm service appointments for customers facing mechanical issues.
- Prepare monthly reports on customer satisfaction status, incorporating factory-generated survey results.

**Complaint Documentation and Resolution**:

- Maintain a comprehensive case history file for all customer complaints and resolutions.

**Quality Assurance**:

- Review post-sale quality and warranty issues in collaboration with the engineering team.

**Professional Engagement**:

- Attend Sales and Operations Planning (S&OP) meetings.
- Maintain a consistently professional appearance.

**Desired Qualities**:

- Communication and spoken language skills tailored to engage a sophisticated and affluent client base.
- Proven experience managing customer relationships,
- Proficient in CRM systems with a meticulous approach to data management.
- Ability to project a premium image.

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

**Salary**: £20,000.00-£30,000.00 per year

Schedule:

- Monday to Friday

**Experience**:

- Customer Service: 1 year (required)

Ability to Commute:

- Bolton, BL2 6QF (required)

Work Location: In person

Reference ID: CCMM24

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