Customer Support Co-ordinator

4 days ago

Chorley, United Kingdom The Best Connection Employment Group Full time

**Title: Customer Support Co-Ordinator / Customer Support Co-Ordinator**

The Best Connection are looking for a Customer Service Coordinator 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
- 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 volume
- 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

**Shifts**:
37.5 hours per week

Monday - Friday

(Shift times will be discussed in due course and may vary)

**Benefits & Requirements**:

- Hourly rate as above (not age dependent)
- 28 days Paid Annual Leave pro-rata for PAYE (inclusive of statutory holiday)
- Canteen
- Ongoing Assignment
- Possible permanent position following a successful trial period
- Training Provided

**How to achieve higher pay rate**:
After working 12 continuous weeks

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