Customer Service Coordinator

Join Woolcool – Pioneers in Sustainable Packaging

Are you a proactive, customer-focused professional who thrives on delivering world-class service and supporting teams to succeed? Woolcool is looking for a Customer Service Co-ordinator to be a key part of our operations — supporting our on the road Sales team and ensuring every customer receives the very best customer experience.

This is your opportunity to join a fast-growing, award-winning business that's revolutionising packaging through sustainable, natural innovation — and helping us deliver excellence at every touchpoint.

About Woolcool

Based in Stone, Staffordshire, Woolcool is an environmentally and socially conscious company specialising in sustainable packaging using natural materials. Our mission is simple — to use natural materials to change the world, we go beyond the expected.

As a certified B Corp, we are proud to balance people, planet and profit. Our award-winning packaging solutions serve leading brands in the food, pharmaceutical, and e-commerce sectors. We're not just a packaging company — we're a force for good, and our people are at the heart of everything we do. Woolcool was included in the Times Best Places to Work list in 2025.

What You'll Do – Role Overview

As our Customer Service Co-ordinator, you'll play a vital role in the smooth day-to-day operation of our customer journey. You'll act as the bridge between our customers, internal teams, and field-based Sales team — ensuring communication flows, issues are resolved quickly, and every customer touchpoint reflects our values and commitment to excellence.

You'll be empowered to own service processes, support commercial delivery, and help us continuously improve how we support our clients.

Why Join Our Team?

• Purpose-Driven Mission – Be part of a business making a real difference for people and the planet.
• Customer-Centric Culture – Join a team that genuinely cares about delivering excellence. We strive to provide the best customer experience in the world.
• Opportunity to Make an Impact – Help shape how we serve and support global customers.
• Supportive Environment – Enjoy flexibility, professional development, and a collaborative team.
• Award-Winning Innovation – Work with a business that's setting the standard in sustainable packaging.

Key Responsibilities

• Be the main point of contact for customer queries, orders, and support — ensuring timely, professional responses.
• Support our Sales team with administrative and operational coordination while they're out in the field.
• Collaborate with internal teams (Production, Logistics, Accounts) to ensure customer needs are met efficiently.
• Manage and monitor customer orders using internal systems, updating stakeholders and identifying any risks or delays.
• Maintain accurate records and customer data, using CRM and ERP tools to support reporting and service insights.
• Proactively communicate with customers — from order updates to service follow-ups — report non-conformances and resolve problems swiftly.
• Suggest and implement improvements in customer service processes and experience.

What We're Looking For

• Previous experience (5 years preferred) in customer service , sales support, customer account support or similar (ideally in B2B, supply chain or manufacturing environments).
• Excellent communication and interpersonal skills — friendly, clear, and calm under pressure.
• Strong organisation skills and attention to detail — able to manage multiple priorities at once.
• Confident using systems (CRM, ERP, Microsoft Office) and picking up new tools quickly.
• A team player with a proactive attitude and a drive to go the extra mile.
• Bonus if you've worked in a sustainability-driven or fast-paced growth business.

Ready to Join Us?

If you're a confident, solutions-focused customer service professional who thrives in a dynamic environment and shares our passion for purpose-driven business, we'd love to hear from you.

Apply now with your CV and a short cover letter telling us why you're a great fit for the Customer Service Co-ordinator role.

Woolcool is an equal opportunity employer. Diversity is strength.

We celebrate diversity and are committed to creating an inclusive environment for all of our team.

Job Type: Full-time

Pay: Competitive, based on experience

Benefits:

• Company pension
• Private medical insurance
• Additional leave
• Paid volunteer time
• Cycle to work scheme
• Employee discount
• Free on-site parking
• Health & wellbeing programme
• Casual dress
• Company events
• Flexible / hybrid working options

Schedule:

• Monday to Friday
• Based at our HQ in Stone, Staffordshire

Job Type: Full-time

Pay: £27,000.00-£32,000.00 per year

Benefits:

• Additional leave
• Casual dress
• Company events
• Company pension
• Cycle to work scheme
• Employee discount
• Free parking
• Health & wellbeing programme
• On-site parking
• Paid volunteer time
• Private medical insurance
• Work from home

Experience:

• Sales/Customer Service: 5 years (preferred)

Work Location: In person