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Customer Service Coordinator

2 months ago

Gateshead, Gateshead, United Kingdom Graphic Packaging International - Europe Full time
Job Description

About Graphic Packaging International - Europe

We are a leading manufacturer of paperboard and paper-based packaging for some of the world's most recognized brands of food, beverage, foodservice, household, personal care, and pet products.

Our company is committed to being environmentally responsible in our industry and in the communities where we operate. We strive to provide a high level of customer service and satisfaction through our team of dedicated professionals.

Job Summary

The Customer Service Coordinator will be responsible for delivering a first-class service to our customers through excellent management of a portfolio of accounts allocated. This will involve close interaction with planning, production, and operations teams to ensure the business provides a high level of customer service at all times.

Key Responsibilities
  • Manage a full portfolio of accounts as allocated
  • Ensure that procedures within the department are followed
  • Monitor and maintain the department's targets and KPIs through management of allocated accounts
  • Provide information in a concise and timely manner to both customers and members of the company
  • Work closely with the external accounts manager to meet customer needs and expectations
  • Accountable for launch management on their portfolio of accounts
  • Support the ethos of team working within the whole department
  • Ensure regular and effective communication within and from all areas to achieve common business aims
  • Liaise with customers as and when required, with off-site visits to be expected
  • Be proactive in developing solutions to departmental issues, when required
  • Identify issues and recommend adjustments or resolutions to rectify any issues
  • Grow product knowledge through regular product training and working alongside internal departments
  • Monitor and manage aged stocks, pre-aged stocks, overdue reserves, unreleased reports, WIP status, extras tracker, and Pack works tasks on their accounts to meet company KPIs
  • Ensure board reserves are managed effectively
  • Ensure attention to detail is paramount and ability to accurately transfer data/pricing from point of order to invoicing
  • When on annual leave, conduct a full handover with their team
  • Assist in covering accounts within the team when colleagues are on annual leave
  • Perform any other duties as directed by the Customer Service Team Leader/Trainer
Requirements
  • Excellent customer-facing skills
  • Highly responsible, reliable, and flexible with a strong work ethic
  • Strong commercial awareness and business acumen
  • Excellent organizational and time management skills, with the ability to prioritize
  • Ability to work under pressure to deliver a high standard of service
  • Positive attitude and commitment
  • Ability to establish and maintain effective working relationships
  • Ability to influence others and generate new ideas
  • Effective problem-solving and decision-making
  • Able to work in a fast-paced environment – FMCG preferred