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Customer Support Liaison

2 months ago

Sittingbourne, Kent, United Kingdom JMK Resourcing Solutions Full time
Job Title: Customer Support Coordinator

Are you passionate about delivering exceptional customer service and sales administration? We're seeking a highly skilled Customer Support Coordinator to join our team at JMK Resourcing Solutions.

Job Summary

We're looking for a customer-focused individual who can provide top-notch support to our Key Account customers. As a Customer Support Coordinator, you'll be the vital link between our customers and our Key Account Managers, handling first-line customer service enquiries and performing sales administration tasks.

Key Responsibilities
  • Collaborate with various functions to handle customer service enquiries and perform sales administration tasks for Key Accounts.
  • Meet and achieve targets and SLAs while managing your daily workload to ensure these metrics are met.
  • Utilize company databases proactively to contribute to departmental goals, including order management systems, CRM, and client portals.
  • Work with internal departments to resolve customer queries and complaints.
  • Support Key Account Managers by ensuring orders are sent out on time and in full, identifying any issues and taking corrective action.
  • Provide feedback to management for continuous customer improvement.
Key Challenges and Decisions
  • Advocate for customer needs constructively with internal colleagues.
  • Ensure orders are placed accurately.
  • Work effectively in a fast-paced environment with multiple areas of accountability.
Person Specification
  • Experience with Excel and CRM systems such as Hubspot, Salesforce, Zendesk, or Freshdesk (highly desirable).
  • Experience managing high-turnover accounts, such as Key Accounts or VIP customers.
  • Proactive and able to demonstrate initiative with a keen eye for detail.
  • Excellent communication skills (verbal and written) with the ability to adjust as necessary.
  • Comfortable working in a fast-paced environment, prioritizing and managing workload to ensure urgent tasks are addressed promptly.
  • Quick learner with experience in a similar customer service role, ideally within a B2B or BTR industry, and in managing/resolving customer complaints.
  • Display excellent customer service skills.