Customer Service Coordinator

2 weeks ago

Chorley, United Kingdom TVS Supply Chain Solutions Full time

**Role**:Customer Service Co-ordinator

**Purpose**:
To provide front-line “helpline” response for all types of request for customers of clients supported by the department and also:

- Management of customer order pipelines
- Management of customer returns pipelines

**Main Duties & Responsibilities**:

- Delivery / Returns issues
- Order management process
- Stock availability
- Urgent/critical requests
- Service recovery issues
- Ad hoc requests
- Case creation & ownership within CRM system to ensure all queries are managed through to completion in line with agreed SLA’s
- Root cause identification logged against the case in CRM
- Liaise with internal teams to ensure first time resolution
- Pro-active communication with the customer to ensure they are updated on case progression
- Customer level reporting as required

**Knowledge, Skills, Qualifications and Experience**:

- Microsoft Dynamics CRM or similar is beneficial
- Mitel phone systems or similar is beneficial
- Microsoft Office
- PC Literate
- Web based ordering systems
- Educated to at least GCSE level with Maths & English as a minimum (Essential)
- A Level (desired)
- Customer service / case handling (essential)
- Rail industry knowledge (preferred)
- Supply chain / logistics background (preferred)
- Complex query handling (essential)
- Dealing with external parties / transporters (preferred)
- Experience of working in fats paced, high volume / short timescale environments
- Excellent communicator / listener
- Ability to own queries to resolution
- Ability to work under pressure
- Ability to work with mínimal supervision
- Ability to deal with high work volumes
- Pro-active approach to query resolution
- Ability to work with and engage sideways and vertically within an organisation
- Customer first mind-set
- Continuous improvement mind-set
- Excellent telephone manner

In return for your hard work, we offer excellent career progression opportunities and a professional environment where you can acquire, use, and continue developing your skills.

Your package will include:

- Competitive Salary and pension scheme with life assurance
- 25 Days Holiday (plus 8 statutory Bank Holidays)
- Holiday buy-back scheme (5 days)
- Employee Assistance Programme supporting wellness with immediate access to:
1. GP consultation and second opinions

2. Mental health support

3. Financial and Legal support

4. Wellbeing and healthy living support
- Employee referral scheme with financial reward
- Professional Membership and Study Sponsorship
- Pass scheme (£100 to undertake training of your choice)
- Subsidised canteen

At TVS SCS we encourage and support our employees to realise their potential. They are empowered to take initiative and achieve high impact results that really make a difference to our business and our customers.

TVS have signed the Armed Forces covenant and are a forces friendly employer.

**Benefits**:

- Additional leave
- Canteen
- Company events
- Company pension
- Flexitime
- Free parking
- On-site parking
- Referral programme
- Sick pay
- Wellness programme

Schedule:

- Flexitime
- Monday to Friday

Work Location: In person

Reference ID: BH700

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