Customer Service Co Ordinator
4 weeks ago
Full time hours: Monday - Friday 8:30am - 5pm, 1 hour for lunch. 37.5 hours per week.
Salary £18,525 - £20,000 per annum.
Health expense cover and bonus scheme after probation.
REED are delighted to be working with a lovely company based in Norwich who are seeking a Customer Service Co Ordinator to join their small and friendly team.
Objective:
Main responsibilities and tasks:
1. Proactive management of Customer Service activities.
Dealing with order enquiries, chases and delivery calls in a courteous and professional manner.
Identifying potential delivery issues both internally and externally and resolving accordingly.
To actively prepare and conduct outgoing calls to both suppliers and customers effectively and efficiently, demonstrating good time management and providing relevant information to enable the timely extraction and delivery of information
Manage own workload and task list effectively
Liaising with other internal departments in a timely and proficient manner where relevant.
Identifying the wide variety of possible issues delaying an order, for example, order is held pending credit check, goods out of stock, supplier not in receipt of purchase order to name a few.
Processing of orders
Ability to work under pressure whilst maintaining high standards of customer service
Maintain the agreed level of Customer Service at all times, in accordance with pre-determined targets and Key Performance Indicators.
2. To ensure that all calls are effectively managed
Calls are well prepared and professionally presented ensuring objections are overcome in a positive and respectful manner
Formulating clear objectives prior to each call to ensure all communication is effective and having business needs in mind.
Relevant and sufficient information is added to the Business System to ensure comprehensive follow up and wider communication is possible
Good time management is observed throughout the call
4. Key Performance Indicators (KPI)
Develop a performance culture in order to achieve quarterly KPI targets
Accuracy of information
Quality of service - Customer service Excellence
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