Customer Support and Dispatch Coordinator

6 months ago

Truro, United Kingdom Kensa Heat Pumps Full time

You will join our growing, close-knit Operations team, ensuring the best possible customer experience in the supply of our market-leading heat pumps and related products to our customers.

You will ensure that every Kensa Heat Pumps delivery is delivered correct and on time and that the all customers enjoy the highest level of satisfaction in dealing when ordering and receiving products from Kensa and its partners. You will work with Production Management and Planning Sales to ensure that orders are accepted, planned, produced and delivered to meet customer’s needs.

You will have a strong track record of delivering excellent results as part of a dynamic team and display a positive attitude.

ROLE RESPONSIBILITIES

As Customer Support and Dispatch Coordinator, you will provide exceptional customer service for Kensa Heat Pumps customers to ensure the customer experience remains personal, proactive, convenient and reliable.

Your responsibilities will be as follows:

- Accurately record new sales and repair orders onto ERP system.
- Produce pro-forma invoices for customers and take payments via online Virtual Terminal and post to customer accounts.
- Contact customers to arrange delivery times to suit their installation timetable. Gather and record all required information to ensure a successful delivery. Liaise with the sales team to ensure correct paperwork is in place to enable product dispatch in line with customer requirements.
- Resolve product or service problems by clarifying the customer's complaint or query - passing this to the relevant department and supporting the customer throughout the process.
- Liaise with third party suppliers to ensure correct ancillaries are delivered to customers in line with their specified delivery requirements.
- Work with the production team to feedback specific customer queries relating to availability and delivery schedules.
- Process daily customer product deliveries on the ERP system, ensure goods out have associated paperwork and arrange shipping by third party hauliers.
- Process customer returns in line with company processes and to ensure quick customer resolution.
- Report issues, status and progress to management as needed.
- **ROLE REQUIREMENTS**_

**EXPERIENCE**
- Previous experience in customer-facing roles, particularly handling orders and shipments would be beneficial.
- Experience using ERP systems would be beneficial.

**EDUCATION**
- Minimum GCSE in Maths and English.

**CHARACTERISTICS**
- Friendly, engaging and enthusiastic.
- Flexible, open-minded, problem-solving, with a can-do attitude.
- Well-organised, happy to work as part of a team and independantly.
- Comfortable reporting and communicating to all levels in the organisation.

**ESSENTIAL SKILLS**
- Computer-literate, able to work with documents, spreadsheets and online systems independantly.
- Able to multitask and use initiative to problem solve.

**DESIRABLE SKILLS**
- Used to working with bespoke systems such as Winman, SAP, ERP or other IT systems.
- Familiar with order-processing and shipping, with a focus on attention to detail.
- Working in a fast-paced environment, able to work to deadlines and prioritise the workload.

**Salary**: £20,000.00-£22,000.00 per year

Schedule:

- Monday to Friday

Ability to commute/relocate:

- Truro: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Logistics: 1 year (preferred)

Work Location: In person

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