Customer Service Co-ordinator

**WE ARE LOOKING FOR A PROACTIVE TEAM PLAYER TO JOIN OUR FAST-PACED CUSTOMER SERVICES DEPARTMENT AT OUR INTERNATIONAL MANUFACTURING COMPANY**
- MONDAY TO FRIDAY, 9AM - 5PM_

**Job purpose**:
The Customer Service Co-ordinator will deliver a first class service to our customers through excellent management of a portfolio of accounts allocated. Having close interaction with planning/production/operations to ensure the business provides a high level of customer service at all times.

They will be responsible for the efficient, effective continuous improvement on your portfolio of accounts. Delivering a high quality customer experience to each and every customer in line with the business objectives and the department’s overall targets and goals.

**Responsibilities**:

- Manage a full portfolio of account as allocated
- Ensure that procedures within the department are followed
- To ensure and maintain the departments targets and KPI’s are achieved 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 in order to rectify any issues
- Grow product knowledge both through regular product training and from working alongside internal departments
- Ensuring aged stocks, pre-aged stocks, overdue reserves, unreleased report, WIP status, extras tracker & Pack works tasks are continually being monitored on their accounts to meet company KPI’s
- 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
- Perform any other duties as directed by the Customer Service Team Leader/Trainer

**Skills/qualifications**:

- Excellent customer facing skills
- First class telephone manner and communication skills both written and verbal.
- Highly organised
- An expert communicator at all levels, with proven ability to influence improvement within other functions/departments of the organisation
- Ability to work under pressure to deliver a high standard of service
- Self-Motivated and the ability to motivate others
- Process relevant information quickly and easily
- Attention to detail
- Excellent organisational and time management skills, with the ability to prioritise
- Personal integrity
- Able to work in a fast paced environment - FMCG preferred
- Strong commercial awareness and business acumen
- Organizing, Planning, and Prioritising Workload to achieve targeted KPI’s
- Ability to identify opportunities for process improvements
- Reviewing procedures ensuring they are fit for purpose and improve where required

**Interpersonal skills**:

- Highly responsible, reliable and flexible with a strong work ethic
- Ability to work in a highly pressurised environment
- Able to effectively prioritise and adapt to a varied and changeable workload
- Punctual, presentable and with good attendance
- Reliable
- Sense of urgency
- Energy and drive
- Analytical thinking
- Results focussed
- 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
- Forward thinking, innovative and able to see the ‘bigger picture’

**CORE VALUES**

**Integrity - **Acts with honesty in actions and in communicating with others. Leads by example. Keeps promises, meets commitments and takes pride in work. Respects policies and lives up to the trust others place in them.

**Relationships - **Has a positive attitude. Communicates in an open and direct manner. Considers the needs of others before taking action. Uses differences as an opportunity to explore new ideas, increase understanding and combine strengths.

**Accountability - **Takes personal responsibility for doing the job to the best of their ability. Acts with initiative, learns from experiences, shares knowledge and strives to continually improve performance. Is dependable and can be counted on to deliver results. Looks out for the safety of others. Effectively utilizes resources.

**Teamwork - **Shares goals and works with others to achieve them. Encourages others to be involved and supports their ideas. Helps others without being asked. Reaches across departments and Business Units to increase knowledge and gain experience. Celebrates success.

**Respect - **Values the unique skills and abilities of others. Actively