We're looking for a passionate and customer-focused Senior Customer Support Coordinator to join our team on a fixed-term contract, covering maternity leave. This role is set to begin in October 2025 and will run through to January 2027.
As a key member of our Customer Support team, you'll play a vital role in nurturing strong relationships with our customers, helping us retain and grow our business. You'll also work closely with our external sales team, providing essential after-sales support that ensures a seamless customer experience from start to finish.
Who are we?
AnalytiChem UK Ltd (formerly Cherwell Laboratories) is a Bicester based business - we manufacture and supply the Redipor range of prepared microbiological media to the pharmaceutical and associated industries. AnalytiChem UK Ltd is part of the AnalytiChem Group, a global family of companies providing quality control products and services.
Key Outcomes
The key outcomes for this role are as follows:
* High customer satisfaction
* Accurate processing of orders and order amendments
* Timely resolution of customer queries
* Achieve business and team KPI's
* Ensure that business growth ambitions are met
* Engaged and motivated Customer Support team
Responsibilities
* Provide support to supervising the day-to-day processes of the Customer Support team
* Identify team training needs for Priority, HubSpot and internal processes, reporting on a quarterly basis
* Attend Sales and Marketing meetings as required, and communicate key information to the customer support team in a professional manner
* Work closely with ERP Manager to assist with the implementation and continual development of the ERP system, supporting good data control and ensuring all team members are fully updated of any system changes. Understand the escalation process with Priority and provide team support when the ERP Manager is unavailable – ERP System Superuser
* Provide excellent customer service and support in relation to enquiries, and resolve customer queries quickly and effectively, while always maintaining a professional manner
* Administration tasks such as welcoming visitors on site, being first point of contact for answering telephone calls, dealing with customer queries, non-delivery issues, customer collections, customer orders and confirming product availability
* Demonstrate high-level data accuracy when preparing quotations, processing orders and dealing with invoices
* Update and maintain accurate sales and customer records within Priority and HubSpot
* Provide after-sales support, communicating important feedback from customers to the appropriate business development manager
* Work with business development managers to provide customer support to grow sales and assist with continued business growth ambitions
* Work with the business development managers to process standing orders and provide monthly reporting
* Liaise with other departments to ensure customer needs are met
* Have a clear understanding of the annual sale growth target, along with the business development manager's individual targets
* Work to achieve business and team KPI's
* Ensure a basic knowledge about the manufacturing and supply of all AnalytiChem UK products, and demonstrate a proactive nature to filling knowledge gaps
* Stay up to date with new products and features
* Maintain a positive attitude while managing multiple tasks in a fast-paced environment.
Requirements
* Administration skills – previous administration experience, highly competent communicator and computer skills will be vital
* Customer Service experience – Demonstrated ability to deliver exceptional customer service at all times by employing professional communication and customer-focused language, both verbal and written.
* People Skills – ability to communicate effectively and build strong relationships with customers and colleagues.
* Organised & Flexible - must be able to prioritise workload effectively. Flexibility to adapt to changes in priorities, strategies, and industry trends in a fast-paced environment.
* High Standards – demonstrate a methodical, right first-time approach to all work
* Communication Skills – ability to effectively communicate both verbally and in writing, with all stakeholders.
* Computer Skills - must demonstrate high level of experience working with Microsoft platforms, ERP and CRM systems (e.g. Priority and HubSpot)
* Organisational Skills - strong organisational skills to manage multiple tasks, prioritise workloads, and meet deadlines effectively.
* Attention to Detail - meticulous attention to detail to ensure accuracy in all areas of work, including preparing quotations, processing orders and dealing with invoices
* Teamwork - capacity to collaborate effectively with cross-functional teams, including production and warehouse, as well as demonstrating the autonomy to work independently.
* Numeracy & Data skills – must be able to demonstrate the ability to accurately handle data from an ERP and CRM system
* Professionalism - demonstrates a professional demeanour and maintains confidentiality when handling sensitive information.
* Qualification – City & Guilds Customer Service Level 1 and above would be advantageous. GCSE or equivalent in English, Maths and a Science subject would be advantageous
Company Values
* Reliable – delivering what the customer needs whilst doing what we said we would in a timely manner
* Adaptable – developing our products, packaging, and processes to meet our customer needs alongside supporting development for our colleagues
* Partnership – supportive, helpful and committed to our customers and colleagues
If you'd like to apply, please email your CV to
Job Types: Full-time, Fixed term contract
Contract length: 16 months
Pay: Up to £32,000.00 per year
Benefits:
* Company pension
* Free parking
* On-site parking
* Sick pay
Experience:
* Customer service: 2 years (required)
* working cross functionally: 1 year (preferred)
Work Location: In person