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Customer Resolution Coordinator

2 months ago

Leeds, United Kingdom Page Personnel Full time

Customer Resolution Coordinator
- Leeds / Hybrid

**About Our Client**:
Page Group are working in partnership with a national manufacturer who are looking to appoint a new Customer Resolution Coordinator to their South Leeds offices. This role will own, review and remove potential customer issues that occur across supply chain, invoicing, logistics or damaged products.

The role will be 2 days on site, 3 from home

**Key Responsibilities**:

- Revolutionise how customer issues are managed across logistics, commercials & invoice functions
- Aim to reduce both the number and level of customer issues and improve repeat customer purchase / customer loyalty
- Resolve customer issues around Orders, Deliveries, Damaged Goods, Incorrect Invoicing and delivery a brilliant resolution for the customer
- Manage own workload in adherence to ranging KPI's and SLA's in regards to first contact resolution, and ensure customers are satisfied with agreed outcomes
- Carry out investigations, managing both internal and 3rd party stakeholders to ensure timely and accurate conclusions are reached and outcomes achieved
- Work proactively to understand and manage key customer issues / problems and drivers of customer satisfaction
- Use root cause analysis to drive both preventative and corrective actions, driving continuous improvements
- Record customer issues on sales-force ensuring accuracy of data
- Demonstrate an improvement of customer satisfaction through delivery an exceptional customer experience

**The Successful Applicant**:

- Experience managing customer issues within a manufacturing / supply chain / logistics background
- Strong customer centric approach
- Ability to undertake root cause analysis
- Ability to problem solve
- Stakeholder management experience

**What's on Offer**:
The role of Customer Resolution Coordinator will join a national business at their offices in the Leeds area.

The position will be 2 days on site, 3 days from home. Monday to Friday - 37.5 hours per week

The role offers a salary of £30,000 - £32,00 dependent on experience plus excellent company benefits

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