Customer Support Coordinator

**Summary**

Caudwell Marine (CM) is a start-up business backed by the billionaire and philanthropist John Caudwell and is developing an innovative, patented outboard motor for launch in 2024.

The CM organisation is a small, experienced team of people who are passionate about successfully bringing this technologically leading outboard motor to market. Each team member has a ‘hands on’ approach and supports each other for the benefit of the programme.

The Customer Service team is responsible for providing excellent customer support and service to the Caudwell Marine distribution network. From initial order placement through to delivery, commissioning, and aftermarket support you will establish relationships with the customer in line with Caudwell Marine’s brand values. In this role you will report to the Customer Service Manager as part of the Commercial function.

**Responsibilities**

**Sales Order Administration**
- Primary responsibility for end-to-end sales order administration including communication of order status and delivery timelines to the customer.
- Management and ownership of the customer order review process, providing a pro-active approach to monitor the order timelines in line with customer expectations.
- Coordinate across all internal functions as required to manage product deliveries, training, installation, and any related customer service item in line with customer expectations.
- Build and maintain excellent customer relationships to deliver a premium customer experience and ensure ongoing customer feedback opportunities.
- Continually review customer orders (at entry and all open orders) and quotation documentation to ensure order processing accuracy.
- Coordinate with Commercial team if and where necessary throughout the sales order process.
- Support commercial operation in monitoring stage payments, proforma and revenue invoicing, following up on outstanding payments and creation of credit notes as required.
- Ensure full compliance with administration processes, including support during company audits, to ensure Caudwell Marine business processes operate to the highest standards.

**Customer Service Operations**
- Using Caudwell Marine systems, record, prioritise and manage multiple support tickets through to resolution to ensure the highest levels of customer service. Perform initial troubleshooting as necessary.
- Maintain ownership of and co-ordinate customer enquiries from initial contact to resolution, ensuring the customer is kept fully informed at each stage of the process.
- Support initiatives to drive excellent performance throughout the Caudwell Marine business, focused upon continuously improving our Customer Support operation.
- Contribute to growth and development of customer databases, primarily Syteline ERP and Go High Level CRM.

**Previous Experience & Qualifications**
- Prior experience in a Customer Support or Service Desk role preferred.
- Prior experience in Order Entry management preferred.
- Experience working with ticketing systems preferred or demonstration of working with a similar IT system.
- Knowledge and understanding of Service Level Agreements.
- Previous new product launch experience preferred.
- Worked in a Small, Medium Enterprise (SME) and can demonstrate the ability to ‘roll their sleeves up’ and personally get things done as part of a small team.
- Prior experience of working within a fast-paced office environment.
- Experience and/or demonstrable knowledge across the commercial lifecycle.
- Experience working with a high end, complex product preferred.

**Personal Attributes**
- Focused on providing an exceptional customer experience.
- Excellent problem-solving, planning and communication skills.
- Integrity is paramount.
- Sincere desire to provide excellent customer service.
- Ability to manage a high volume of customer support tickets.
- Demonstrate exceptional levels of organisation, working at a significant pace, without compromising on outstanding attention to detail.
- Ability to communicate externally & internally at all levels, with focus on technical matters.
- Effective collaboration with colleagues is key to provide fast results for the customer.
- Ability to prioritise based on risk and impact and make informed decisions.
- Great team ethic with a motivated, positive attitude.
- Process driven with structured approach.
- Excellent organisational & planning skills.
- High level of IT and technology skills to allow data analysis and effective communication of results.
- Ability to work independently and safely.
- Desire to learn and develop new skills, along with the desire to grow into larger roles.

**Location**
- Stratford upon Avon.
- Additional travel to Caudwell Marine sites may be necessary for meetings and training.
- 5-day week.

**Job Types**: Full-time, Permanent

Pay: £26,000.00-£32,000.00 per year

**Benefits**:

- On-site parking
- Referral programme

Schedule:

- Monday to Friday

Work Location: In p