Customer Care Coordinator

Customer Care Coordinator

ABOUT THE ROLE
- The principle activity will be providing “Excellent Customer Care” to our Global customer base
- Support of the business objectives and targets for Customer Service (OTIF) is essential; with the flexibility and responsiveness to meet the variable demands being critical.
- Customer relationships are key, with a detailed working knowledge of the market, product, pricing and business processes being essential.
- Working closely with all stakeholders throughout the supply-chain; particularly with the Planning Manager, Sales Managers, Warehouse and other RENOLIT Group contacts.
- Quality, Health & Safety and Housekeeping are key drivers which must be maintained and where identified, improved upon.
- Operational Excellence (continuous improvement) should always be a consideration, identifying potential opportunities; working closely with Management and OpEx (CiP) Team to implement those changes

Your tasks at RENOLIT

PRINCIPAL ACCOUNTABILITIES
- Provide “Excellent” Customer Care for external and internal customers alike; managing customer expectation in line with RENOLIT business targets and corporate values.
- Proportionally coordinate and support £20mil of RENOLIT Cramlington INTERIOR SMU sales through the processing of customer orders, complaints and all associated administration.
- Achievement of the business service levels (OTIF) - 93% (target) / 95% (stretch)
- Be the first point of contact for all your customers; ensuring a professional attitude and approach at all times, with high ethical values and conduct being paramount. Showcase the development of relationships with both customers and colleagues with a clear focus on trust and transparency.
- Complete ownership of all customer contact, actively pursuing satisfactory resolution; directing requests and unresolved issues to the designated resource; escalating as required; keeping the customer informed at all times.
- Coordinate with other departments to ensure prompt and timely customer response; organising workload to meet customer expectation and business time frames.
- Work closely with the Customer Care Team Leader to establish best practice and ensure that agreed ways of working are maintained
- Other duties including involvement in CiP activities, projects and other adhoc business requirements.

What we expect

PERSONAL ATTRIBUTES
- High emotional intelligence, including excellent communication and interpersonal skills; a positive, decisive, solutions-oriented, highly cooperative and customer-focussed approach.
- Customer Centric - Acute awareness of the importance of the relationship between the customer and RENOLIT and the pivotal role that Customer Care plays within it - Must have an ability to navigate and manage all aspects of this relationship in a professional, polite, personable and empathetic manner - The customer must clearly recognise and appreciate our commitment to them and the value we hold in their business.
- Communication Skills - The ability to communicate clearly, concisely and courteously with a professional yet personable business style - Clarity, tone, detail and precision are critical.
- Ability to work with others - Motivated by team work you should support your colleagues to collectively manage customer expectation whilst satisfying the wider team and business objectives in a structured and disciplined way. Working independently and unsupervised is equally important, but should not detract from the overall team model or ethos.
- Disciplined in approach to work - Follows plans and schedules; completes work to deadlines and ensures that all steps and actions are followed. Works in an orderly manner, whilst prioritising and adapting to reflect the needs of the business.
- Completer/Finisher - Starts and controls a process or procedure and checks that work has been completed to the highest standard. They should own all aspects of their role with the same level of accountability and responsibility being demonstrated to their customers. Problem solving and closing ability is essential.

QUALIFICATIONS/EXPERIENCE REQUIRED

Educated to a minimum of A level standard and/or with several years’ experience in a Customer Care or customer facing role. Strong IT skills, (SAP, Microsoft, and Salesforce) commercial/financial awareness and an ability to speak a second language is highly desirable.

What we offer

The salary for this job role starts at £27,773 and this will be reviewed throughout the first year of employment.

We offer a Company pension scheme, and access to an EAP system and on site Occupation Health services.

Employees are given 25 days annual leave per year, with 8 bank holidays.

We operate a Long Service Awards program, and Employee Benefits hub and various health and wellbeing initiatives throughout each year.

There is free parking on site and subsidised canteen facilities.

Please note that RENOLIT Cramlington is a no smoking / no vaping site