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Customer Service Coordinator

2 months ago

Ballymena, United Kingdom Woodland Kitchens NI Full time
Job Opportunity

Job Title: Customer Services Co-Ordinator

Job Type: Permanent – Full Time

Location: 4 Portna Road, Rasharkin, Ballymena, Co. Antrim, BT44 8SX

Salary: £26,000 - £28,000 per annum (DOE)

About the Role:

We are seeking a highly skilled and experienced Customer Services Co-Ordinator to join our team at Woodland Kitchens NI. As a key member of our customer service team, you will play a critical role in ensuring our customers' needs and expectations are met.

Key Responsibilities:

  • Provide exceptional customer service through phone, email, and other communication channels

  • Process sales and remedial orders accurately and efficiently

  • Oversee the entire order fulfillment process to ensure customer delivery expectations are met

  • Act as the primary point of contact for customers, understanding their needs, feedback, and concerns

  • Advocate for customers internally, ensuring their voice influences our service development

  • Monitor adherence to the weekly production schedule and communicate proactively with customers about their order status, potential delays, and resolutions

  • Manage and maintain order books, ensuring all records are up-to-date and accurate

  • Track and report OTIF performance metrics

  • Work with relevant departments to identify trends, issues, and opportunities for improvement

  • Identify and address discrepancies in orders, deliveries, and customer accounts promptly

  • Report on aftersales & remedial issues, actively look for opportunities to improve and reduce remedial activity

  • Upsell customers with information about our other products and services when appropriate

Requirements:

  • Maths and English Language Grade C or above (or equivalent)

  • Customer service or management certifications (e.g., NVQ, ILM)

  • A minimum of 1 year's experience in a Customer Service position

  • Able to liaise with departmental leads to ensure we are meeting our customer service SLA's

  • Experience in a manufacturing or logistics environment

Desired Criteria:

  • Proven experience in a leadership role within a manufacturing environment
  • Experience in logistics
  • Experience of working in a KBB sector

Company Culture:

At Woodland Kitchens NI, we value our employees and strive to create a positive and supportive work environment. We believe in nurturing our employees' unique skill sets and rewarding them for their hard work. Many of our employees have progressed through our personal development plan to advance their careers at Woodland.

Closing Date: Wednesday 2nd October, 2024