Customer Experience Coordinator

3 weeks ago

Ashford, United Kingdom VJ TECHNOLOGY Full time

**VJ Technology** are recruiting for a **Customer Experience Coordinator,** depending on experience this role is also open to an apprenticeship level/position.

Full time role, Mon - Fri, hours are 40 per week.

Salary range is £15,000 - £23,000 per annum depending on experience.

**About Us**

VJ Technology is a UK leading distributor of fixings, construction, fasteners and building consumables to the construction and infrastructure sector. We are a team of over 160 knowledgeable professionals, and we pride ourselves on the customer experience. In our world, customer service isn’t a department, it’s a way of life

Our culture is strongly supported by our values, and we are passionate about innovation and excellence made possible by our day-to-day behaviours like transparency, colleague recognition and continual improvement. Our relaxed but incredibly professional environment facilitates us doing our best work and being the very best version of ourselves that we can be. To enable this, we encourage and support a learning environment. We are hardworking but have a lot of fun in and out of the workplace and we spend time giving back to our community and chosen charities.

We are connected to some of the most iconic projects, some of which you may have heard, The Channel Tunnel and The Emirates Stadium. Most recently we’ve been involved in the transformation of Battersea Power Station and the HS2 Project, where we have just launched our first VJ iStore.

We are **committed** to **collaborate** with our customers to provide **sustainable**, creative supply chain solutions through our investment in people, technology, products and services. We are **passionate** about what we do and want to help our diverse stakeholders build a better future.

**Our Vision**

Anchoring ourselves as the No1 impartial supply-chain partner to construction and infrastructure.

**Our Values**
- **Passionate**
- **Committed**
- **Knowledgeable**
- **Collaborative**
- **Fun**

**Your purpose**

Analyse and trouble-shoot any negative impact to the customer experience and work inter-departmentally to reduce anything which impacts the overall customer experience.

**Your day-to-day role**
- Detect the root cause of issues and come up with solutions.
- Analyse customer trends and communicate any concerns with the relevant customer’s company liaison.
- Challenge RMA/Credit requests both at first instance and retrospectively.
- Communicate findings to the Internal Sales Department and provide updates on success’ such as prevented credits and margin effect.
- Work with the wider team to rectify queries. E.g. Can they be re-sold? Do they need to be returned? Any handling charges applied? Can we re-send to the customer?
- Complete all error logs to ensure consistency.
- Report to department heads on ‘repeat offenders’/trends for returns and isolate problem products that are commonly returned to ensure the wider team are properly trained on this range.
- Focus on old unpaid invoices to catch us up and not being trying to rectify queries that are older than a couple of months.
- Any other actions or duties which fit in line with the overall purpose of the job which the manager may request.
- Other activities and/or projects as required.

**Skills you possess**:

- Experience of working in a quality-driven and customer-focused environment (desirable).
- Maths and English or equivalent - Grade 4 or higher.
- Experience of working within an office environment (desirable).
- Exceptional analytical ability to interpret large pieces of data, monitor trends and execute process improvement plans using problem-solving skills.
- Technically digitally proficient in MS products, especially Excel.

**Competencies and Capabilities**:

- **Customer Focus** - you exhibit exceptional levels of internal or external customer service, and you can identify and react to customer needs with speed and effectiveness.
- **Health & Safety Awareness** - you possess strong knowledge, skills and awareness of health & safety to operate competently and safely in your role and are fully aware of your own health & safety responsibilities.
- **Business Systems and Processes** - you possess a strong ability and desire to gain knowledge and understanding of business processes and procedures.
- **Teamwork and Professionalism **- you have the ability to develop and maintain effective and collaborative working relationships and you are confident to lead, manage and co-ordinate team working and can motivate and lead by example. You are results driven and always maintain strong ethics and professionalism.
- **Planning and Time Management** - you are organised and plan, setting priorities and goals, whilst working in a systematic and organised way. You follow directions and procedures. Your focus is on customer satisfaction, both internal and external, and you deliver a quality service or product to agreed standards.
- **Work Execution** - you can execute on high levels o

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