Customer Service Operations Coordinator

4 weeks ago


Folkestone, Kent, United Kingdom Church & Dwight Full time

Job Description

We are seeking a highly organised and customer-focused individual to join our team as a Customer Service Operations Coordinator. As the main point of contact for internal and external stakeholders, you will be responsible for providing excellent customer service to support our bricks and mortar customers and e-com customers across Europe.

This role involves daily order entry onto SAP, ensuring the validity of orders, and controlling the release of orders to third-party distribution companies. You will also be responsible for maintaining effective communication with customers, third-party distributors, and internal teams.

Key Responsibilities:

  • Customer Service – Order Management:
    • Daily order entry onto SAP, ensuring the validity of orders by checking delivery addresses, products, prices, and stocks.
    • Obtaining Automatic Shipping notes on behalf of the third-party distributor.
    • Controlling the release of orders to third-party Distribution Company to ensure customer delivery dates are met.
    • Ensure effective communication on specific requirements including short lead time orders and stock issues with third-party distribution partners.
    • Ensure our customers' portals are up to date at all times with order-related information.
    • Control of customer invoice queries, query investigation, and challenging non-compliance issues.
    • Liaise with third-party distributors to obtain evidence to support investigations.
    • Work closely with finance.
    • Maintain effective communication of stock with Account Managers.
    • Support colleagues within the customer service team, including backup support on all customers.

Requirements:

  • Digitally competent and confident.
  • Good knowledge of MS office programs, especially Outlook, Word, and Excel.
  • Knowledge of data entry into business systems. SAP experience within Sales, Materials Management modules is an advantage.
  • Positive attitude and enthusiasm towards problem-solving.
  • Excellent interpersonal skills, in both written and verbal communication.
  • Capable of relaying information effectively externally to customers and internally to colleagues.
  • Numerate, confident, and accurate with figures, with a strong attention to detail and capability to self-check work.
  • Self-motivated, pro-active, and manage workload effectively essential.
  • Strong team work ethic.

Working hours are 37 per week: Monday – Thursday 9-5pm and Friday 9-4.30pm. Flexibility outside of these hours may be required to meet the needs of the role and there will be occasional business travel required.

In return, we offer a competitive package, including 24 days annual leave, a pension matched up to 9%, discretionary annual bonus, and membership of a health cash plan.



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