Your new company
Our client is a highly regarded manufacturing company based near Carlisle, employing 150 staff and a turnover of approximately £50 million. They are currently recruiting a talented Customer Service Co-ordinator who excels in communication and can effectively partner with various departments across the business to ensure a seamless customer experience. This company takes great pride in producing premium products for their established customer base.
Your new role
Reporting to the Customer Operations Manager, as part of a small team, you will:
1. Respond to all queries received within 24 hours to acknowledge receipt.
2. Ensure that all customer concerns are recorded within the SAP system and continue to monitor all open concerns until resolved.
3. Conduct a fair and thorough investigation into each concern, liaising effectively with all departments across the business where necessary.
4. Communicate directly with customers in a helpful and professional manner (using a variety of mediums as appropriate).
5. Establish and enforce good working practices to ensure consistency in the way customer concerns are handled.
6. Monitor trends and identify recurring issues, working with Departmental Managers in order to establish root cause and eradicate potential future recurrence.
7. Establish working practices to monitor levels of customer satisfacti...