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Customer Support Coordinator

3 months ago

UK, UK, United Kingdom Gilson Full time

We are looking for a Customer Support Coordinator to join our team in the UK.


About the job

Our mission is to consistently deliver excellent customer service to all Gilson customers. As Customer Support Coordinator, you are our customers' daily single point of contact, and therefore need to deliver excellent customer service by effectively managing their inquiries, orders and their relationship with Gilson. You will be expected to provide support to our external customers as well as our internal customers within our Sales and Service organisations.


Location: Dunstable, United Kingdom

Hours: Full time, 40 hours per week

Benefits: Holiday entitlement, 25 days per annum, excluding UK Public Holidays, pension and the option to join our healthcare scheme.


About the role - duties and responsibilities

  • Provide outstanding customer support by efficiently coordinating and answering customer questions regarding order status, stock availability and pricing
  • Develop basic technical knowledge of products and procedures and be able to provide 1st level of technical support
  • Create new customers accounts, pricing and item set-up requests in a SharePoint database
  • Update CRM with relevant information
  • Support quote process using our CRM system (Salesforce)
  • Manage public and private tenders
  • Process sales orders received via phone, fax, emailing, web on Gilson ERP
  • Perform local purchasing for third party and or office material
  • Manage back orders and billing disputes
  • Manage customer inquiry cases and complaints in our CRM system
  • Help performing credit collection
  • Pipette after-sales management (quote, restart, create order headers, invoicing)
  • Support the planning and invoicing of on-site services
  • Get involved in annual spares and rotating inventories
  • Comply with defined standard operating procedures, safety regulations, and quality certificates
  • Bring Voice of the Customer to all relevant Gilson departments to ensure customer satisfaction
  • Support activities that are not listed but are in its nature similar to those listed above, based on business requirements or requested by management


About you

The ideal candidate should have:

  • Previous experience in Customer Service (2 years minimum)
  • Excellent communication skills, with the ability to converse (written and verbally) in English
  • Proficient with ERP and CRM
  • Proficient with MS Office applications
  • Working knowledge of imports & customs
  • Ability to work well with others and build relationships