Customer Service Coordinator

2 weeks ago

King's Lynn, United Kingdom Learning Resources Ltd Full time

Learning Resources® is a leading global developer and manufacturer of innovative, hands-on educational toys and learning aids. Learning Resources Ltd markets, sells and supplies its products to customers in Europe, the Middle East, Africa & India serving children and their families, preschool, nursery, and primary school markets under three house brands: Learning Resources, Educational Insights and Hand2Mind.

**Position Summary**

As our Customer Service Export Coordinator, you will play a pivotal role within our customer services team, reporting directly to the Customer Services Manager who oversees both our UK and Export customer services. Your primary responsibility will be to ensure seamless order processing, deliver exceptional customer service, and uphold strict compliance with all export regulations. This multifaceted position demands keen attention to detail, effective communication skills, and the ability to manage multiple tasks concurrently. Your close collaboration with various departments will be instrumental in guaranteeing timely shipment of orders and providing unparalleled support to our valued customers.

**Primary Responsibilities**:
**Order Management**:Monitor and interpret the Open Order report weekly to identify orders requiring additional attention for on-time shipment.** **Communicate with customers regarding the status and progress of their orders, suggesting suitable product substitutions when items are out of stock.** **Provide shipping quotes to customers using a weights and dimensions system and coordinate timely collection of customer-collect orders through the company dashboard.

**Export Documentation and Compliance**:Ensure accurate and complete documentation for export orders, including certificates of origin and customs clearance support.** **Maintain an organised file of specific export documentation, ensuring compliance with audit requirements.** **Assist the Sales and Warehouse departments to ensure prompt dispatch of orders.

**Document Management**: Update, file and archive all paperwork associated with orders and queries, regularly storing them for potential audits.** **Create a dedicated document file for non-EU shipments, facilitating audit purposes.

**Financial Coordination**:Generate pro-forma invoices when necessary, ensuring that payment terms are met before shipment.** **Collaborate with the Accounts department to monitor payment status.** **Process credits and handle returns promptly.

**Contract Pricing and Customer Service Excellence**:Review** **contract pricing annually to keep updated.** **Collaborate closely with the Sales team to consistently deliver an exceptional customer service experience. Respond to spare parts requests promptly, ensuring timely resolution and customer satisfaction.

**Administrative and General Office Duties**:Call Management: Answer incoming calls on colleagues' designated lines when they are unavailable.** **Folder Maintenance: Maintain and organize the Customer Service folder on the Company Server, ensuring order and content. Departmental Support: Provide coverage for absent colleagues in the Customer Services department as directed by the Customer Services Manager.** **System Administration: Update ACCPAC system with data, including source codes, promotion codes, and prefixes.

**Requirements/Preferences**:

- 1-2 years customer service experience, with a passion for delivering great customer service.
- Proficiency using MS office.

**Ideal Attributes**:

- Strong Communication Skills - clearly and professionally, both verbally and in writing
- Effectively handles multiple takes simultaneously.
- Attention to detail and accuracy.
- Problem Solving skills and ability to resolve discrepancies.
- Interpersonal Skills
- Follow up and follow through skills.
- Positive, patient, and customer friendly

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