Customer Service

6 months ago

Doncaster, United Kingdom Fellowes Brands Full time

Overview:
**Job Title: Customer Service & Sales Coordinator**

**Location: Doncaster (Full Time, Permanent, 37.5 hours per week)**

**Salary: £20-£22k, dependent on experience**

**_ We operate in a hybrid work environment that offers two remote days per week._**

**Serving at the Intersection of Family, Innovation, Quality and Care**
Our most important asset is our people. Who we are, what we do, how we do it and why we are passionate are all centerpieces of why we succeed.

**The Role**

We are searching for a Customer Service and Sales Coordinator to maintain and enhance Fellowes’ reputation for world class customer service by processing orders and providing excellent customer service to our customers and end-users in accordance with Fellowes company policy and procedures.

**Responsibilities**:
**In This Role, You will**
- Coordinating specific customer accounts from receipt of order through to after sales care, working with EDI and manual order processing across a wide range of Fellowes customers, including intercompany.
- Coordinate outbound customer service and sales activities over the phone, including building relationships within the office products dealer network, following up on marketing activity, and involvement in new business development.
- Support customers regarding pricing, product purchase and product use guidance, order status, and other related customer service enquiries, responding in a timely manner with understanding and empathy.
- Coordinate product returns and replacements within approved guidelines by exercising good judgment and reviewing alternative options to the best interest of Fellowes and its customers. Issue Credit Notes as needed to remedy pricing/discount and quantity discrepancies.
- Coordinate shipping and freight requirements as needed.
- Liaise with the Quality Department regarding complex technical product queries.
- Routine office tasks, post, reception, housekeeping, and other ad-hoc duties.
- Work in collaboration with the other Fellowes employees to ensure continuous improvement and effective business decision-making through such vehicles as THRIVE 24.

Qualifications:
**What You Bring to the Team**
- Excellent telephone communicator. Ability to listen intently and to verbalise with clarity and confidence. For this reason, a clear and professional level of spoken English is essential.
- Able to work proactively and independently in a fast-paced environment, handling multiple tasks and making quick decisions whilst remaining calm, professional, and maintaining the highest standards.
- Must be friendly, helpful, and patient, with a natural desire to help people and a proactive attitude to resolving issues and complaints.
- Confident to participate in meetings, meet with/talk with customers and our sales team, and present information relating to their account and orders.
- Experience of working within a customer service team, customer facing role, or within an environment where help and support is provided, is highly desirable.
- Top grades and/or of degree calibre, able to demonstrate critical thinking with a logical approach to processes and procedures.
- Punctual, professional, with a strong work and team ethic, and a commitment to understand and adhere to company policies and procedures.
- Computer literate - Microsoft Office essential (Outlook, Word, Excel), Oracle & Salesforce would be useful (but training will be provided).
- This is not a call centre, and there are good opportunities for progression within a global organisation, so would suit someone with long-term career growth objectives.

competencies important for this position and key to success are;
- **Constructive Teamwork**:co-operates well with others; shares knowledge, experience, and information; supports others in the pursuit of team goals; values differences.
- ** Effective Communication**:communicates in a clear, precise, and structured way; speaks with authority and conviction; presents effectively (written, face to face and verbal)
- ** Initiative & Responsibility**:acts on own initiative, makes things happen and accepts responsibility for the results.
- ** Drive for Achievement**:Has the drive to reach and exceed targets and objectives, demonstrating persistence in the face of obstacles.
- ** Customer First**:Can identify, understand, and give priority to satisfy the needs of Fellowes’ customers, both internal and external.
- ** Time Management & Prioritisation**:demonstrates skills in time management and delegation; prioritises according to demands and allocates resources effectively; has the ability to multi-task.
- ** Analysis & Problem Solving**:quickly understands and analyses complex issues and problems; comes up with sound and rational judgments to ensure the right decision is reached.

**Fellowes Brands - A Family Business Since 1917**
For over a century, Fellowes has been committed to positively impacting people through our culture, relationships and solutions. We have evol

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