Customer Service Coordinator

**Wilsonart is a world-leading engineered surfaces company, driven by a mission to create surfaces people love, with service they can count on, delivered by people who care. Our market leading UK brands include Bushboard, Shore Laminates and Mermaid Panels, spread over 3 sites in the UK, all offering the best in surface design.**

**Do you want to work for an evolving, innovative, and inclusive company? A company built on big ideas. Wilsonart is made up of exceptional people relentlessly pursuing innovation. We are proud of our company and how we serve our customers, and we work very hard to deserve the trust of our customers, our peers, and our planet. We are passionate about what we do and where we’re going. We are on the moveAnd it’s going to be big**

We have an exciting role within a new Customer Service team at our site in Wellingborough. These are exciting times of growth, so if you value progression and would like to be a part of a fresh new team please read on

**Principal Purpose**

To provide internal support to key accounts within the Wilsonart business. Working with the account managers to provide professional support to the customer and be the day to day go to person for the account for orders, active sales and promotions and samples. Be the day-to-day contact for all customer accounts. To validate orders for customers ensuring they are accurate, maintain and report on opportunities and sales for customers. To delight the customer with responses to their needs quickly and accurately and ensure the customer has a positive experience in dealing with Wilsonart.

**Principal Elements**
- Advise customers of potential delays to future orders and give accurate information prior to order of potential delivery dates
- Receipt customer orders and input/transact into the Epicor & Winman systems ensuring that any anomalies are communicated with the customer and orders are acknowledged within 24 hours
- Working closely with the planning teams ensuring order intake is achievable based on production capacities.
- Managing the order process for B2C Customers including arranging delivery dates, collection dates and providing comms for B2B customers.
- Provide Administration support in reporting to customers on a weekly basis
- Receiving Inbound calls from End users looking for product and installation advice advising accordingly
- Receiving phone calls from B2B customers to provide product knowledge and query resolution at order placement
- Supporting the improvement of OTD and service levels to drive customer satisfaction and generate value
- Supporting systems development

**Knowledge and Experience Key attributes**:
Essential:

- Previous Customer Service Experience, particularly within a manufacturing environment.
- IT literate. Must have excellent Microsoft Excel skills including the use of advanced functions
- Strong planning and organizations skills
- Excellent clear communicator with a high level of numeracy and literacy in English.

Desirable:

- Knowledge of Epicor or SAP.

**Qualifications**:

- The position requires good level of education. You should possess as a minimum GCSE (or equivalent) in English and Maths, ideally Level 3+ qualifications
- **Diversity and Inclusion**_
- Wilsonart adopts a zero-tolerance approach to discrimination on any of the protected grounds in the Equality Act 2010._
- We are committed to providing equal opportunities to all current and prospective employees regardless of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership._

**Salary**: Up to £25,000.00 per year

**Benefits**:

- Company pension
- Employee discount
- Free parking
- Health & wellbeing programme
- Life insurance
- On-site parking
- Referral programme

Schedule:

- Monday to Friday

Ability to commute/relocate:

- Wellingborough: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Customer Service : 1 year (required)

Work authorisation:

- United Kingdom (required)

Work Location: In person

Reference ID: Customer Service Co-Ordinator