Customer Service Coordinator

Duties and responsibilities:

• Handle incoming calls, emails, WhatsApp, and other social media messages in a professional, friendly manner within given timescales and in-line with company procedures.
• Deliver a 1st line resolution to customers’ sales, technical, marketing, and national account queries.
• Manage orders through the franchisee order portal, producing all necessary documentation for shipments and handling haulier logistics and queries relating to franchisee orders and deliveries.
• Process and distribute all national account portal orders, emailed purchase orders and new launches, ensuring that all orders are delivered to time and quality.
• Handle complaints to resolution using Sage CRM to record all information and track progress.
• Maintain regular and open communication with outbound calls to the franchisee network, gathering quantitative and qualitative feedback on product, service and local success stories and record in Sage CRM.
• Liaise with internal departments to resolve operational issues and deliver franchisee feedback to improve internal processes.
• Administer invoices, credit notes and month end processes.
• Improve systems and customer experience by always looking for areas to change and/or develop.
• Maintain the information on the order portals, websites and databases using Word Press, Magento and access database systems.
• Provide up-to-date, market relevant, technical and product information to franchisees, customers, and internal staff.
• Have an in-depth knowledge of company products and procedures to provide effective and efficient all-round business support service to the franchisee network.
• Management of departmental product, technical and specialist knowledge management systems ensuring the capability to give accurate and real time information to all our customers.
• Set-up special order requests, raw materials and product concept requests and communicate decisions.
• Make valeting course bookings, take payment, and liaise with stakeholders when required highlighting any concerns with course occupancy.
• Individual management of allocated projects and tasks
• 08:30 – 17:00 Monday to Thursday 08:30 – 16:45 Friday

Desirable Skills:

• Excellent communication and interpersonal skills
• Friendly and professional telephone manner
• Ability to communicate with people at all levels
• Team orientated
• Self-motivated
• Able to deal with customers in a calm and composed manner
• Highly motivated with a positive attitude
• Learns quickly and can follow procedures and processes
• Can identify and suggest improvements
• Organised and well planned with excellent time management skills
• Good IT skills including working knowledge of Microsoft packages with advanced knowledge of excel

Desirable Qualifications:

• GCSE C and above in English and Mathematics (or equivalent qualification)
• NVQ Level 2 in customer service (or equivalent)

Desirable Experience:

• At least 5 years’ experience in a customer service environment
• Previous experience in handling tech product-related enquiries
• Previous experience managing and resolving customer complaints
• Previous administration experience