Customer Service Support Coordinator II: Order Fulfillment Specialist

3 days ago


Newhaven, East Sussex, United Kingdom Sylvania Group Full time
About Sylvania Group

We are a progressive and agile organisation that values its relationships with customers, employees and stakeholders. Our vision is to be a trusted partner in the manufacturing industry.

Job Overview

This role plays a vital part in ensuring customer satisfaction by responding proactively to their requirements from initial enquiry to completion of sale. The successful candidate will work closely with internal teams to achieve this goal.

Key Responsibilities

Order Management: Receive, input, update and process customer orders into our system, recording any customer requirements.
Order Progression: Progress orders establishing availability, ensuring our delivery promise is achieved and internal / external customers are updated.
Customer Enquiries: Respond to telephone enquiries in an efficient, friendly and professional manner, ensuring that the customer receives the information required in order to achieve a sale.
Intelligence Sharing: Recognise and pass on relevant intelligence and or information to the appropriate internal source.
Issue Resolution: Use good practice to resolve customer issues in a proactive, timely manner, ensuring customer needs are satisfied.
Technical Enquiries: Manage technical enquiries directly or indirectly based on the complexity and personal knowledge, to satisfy the customer's requirements.
Product Knowledge: Update personal knowledge of the company's products and services to deliver a high level of service.

Required Skills and Qualifications

Essential Skills: Customer services experience within manufacturing businesses (technical / engineering products preferred).
System Proficiency: Experience of using ERP/MRP and data base systems, including order entry and stock management systems.
Software Proficiency: Using Microsoft Word and Excel (including Pivot tables).
Communication: Answering telephone customer service enquiries.

Person Specification and Background

Personal Qualities: Numerate, analytical, able to manipulate and interpret data.
Aptitudes: Aptitude for accuracy, detail and spotting discrepancies.
IT Skills: Good knowledge of Excel (including Pivot tables), Word and PowerPoint.
Teamwork: Building effective relationships in a cross functional work environment.

Organisational Values

Core Values: Progressive, Agile, Trusted, Approachable.

We encourage you to submit a supporting letter along with your application. This letter should highlight relevant experience and explain why you are a strong fit for the role.



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