EPW2
Job Title: Customer Service Co-ordinator
Location: Tamworth
Hours of Work: Monday to Thursday - 08:30 to 17:00 & Friday - 08:30 to 16:00
Job Purpose:
This role will provide first class customer service by managing incoming calls and emails and will be the customers first point of contact. You will be required to answer queries and resolve problems accurately and efficiently. This is a varied role that will require you to respond to a variety of customer queries.
Key Accountabilities:
1. You will be the first point of contact for customers seeking support from customer services either by telephone or email.
2. Collate information relating to customer queries including photo’s, plot numbers and order numbers and then create Customer Service tickets to ensure all customer queries are logged and actioned.
3. Co-ordinate the response to resolve customer queries liaising with various teams including commercial, production planning, transport planning and technical.
4. A willingness to go the extra mile to exceed customer expectations and provide excellent customer satisfaction.
5. Provide production and delivery dates to customers by responding to customer requests and also pro-actively liaising with the customers regarding production/delivery delays.
6. Email copy POD’s to customers on request.
7. Provide call off information to customers on request.
8. Post out fixing kits, paint, repair kits to customers when necessary.
9. Assist with the planning of the Customer Service Engineers diary.
10. Provide Sales Order Processing cover including processing call offs, amendments, and seconding.
Key Experiences and Qualifications:
11. Ability to work as part of a team and on own initiative.
12. Customer service experience preferred but not essential – a natural ability to help, empathise and problem solve is essential.
13. Competency on all Microsoft packages.
14. Good listener and communicator – by, face to face, on the phone and by email.
15. Attention to detail.
16. Positive approach to the working environment.
Personal Attributes:
17. Action orientated – Able to deal with problems in appropriate time frames.
18. Driven by results – Decisive, confident addressing problems and opportunities, challenging activities to improve performance, demonstrate willingness to challenge accepted methods and standards.
19. Effective communication – Clear concise written and spoken, ability at all levels, customer, supplier and internal.
20. Ability to manage workload and prioritise accordingly.