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
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Application ends on April 20, 2023


  • Location Norton Canes
  • Job category Customer Services, Call Centre & Help Desk
  • Salary £22,000 - £25,000
  • Job type Full Time, Permanent
  • Consultant Details Cannock
    01543 506 000
Job ID: 15359 Application ends on April 20, 2023