Overview
We’re looking for a Customer Focus Co-ordinator to join our team in Sandy, Bedfordshire. You’ll be the first point of contact for key accounts, managing customer communication, processing orders, resolving queries, and ensuring a seamless service.
What we offer
* 25 days holiday + bank holidays
* Enhanced family-friendly policies (maternity, paternity and more)
* Early Friday finishes
About PCML Group
PCML Group is a leading UK-based manufacturer, specialising in precision engineering and advanced manufacturing solutions. We partner with customers across a range of industries, delivering high-quality results through innovation, collaboration, and a commitment to excellence. With multiple sites across the UK, we combine cutting-edge capability with engineering automation.
Job Description
Primary Purpose becomes Primary Purpose: The Customer Focus Co-ordinator will serve as a dedicated point of contact for assigned key accounts, ensuring seamless communication and excellent customer service. The role involves coordinating customer interactions, managing order processing, resolving queries, and maintaining accurate records within the company’s CRM system. This position requires strong organisational skills, the ability to multi-task in a varied environment, and effective cross-departmental collaboration.
Key Responsibilities
Customer Communication & Relationship Management
* Act as the primary point of contact for assigned key accounts.
* Facilitate weekly calls and provide regular reports to customers on open orders and progress updates.
* Lead and manage weekly meetings with customers, providing proactive updates and addressing concerns.
* Answer the company phoneline, assisting with customer enquiries as needed.
* Liaise with internal teams to resolve customer queries efficiently.
Non-Conformance Reports (NCRs) & Issue Resolution
* Log Non-Conformance Reports (NCRs) received by the organisation.
* Coordinate with the Quality Department to process NCRs and facilitate resolutions.
* Work with the Despatch team to arrange collection and return of affected parts.
Shared Inbox & Order Management
* Manage shared inboxes, including sales, customer communication, and order processing.
* Process customer enquiries and direct them to the relevant internal teams.
* Create new part records and set up new enquiries, passing them to the Commercial Engineering Team.
* Load purchase orders onto the system and ensure accurate data entry.
CRM System Management
* Maintain and update the CRM system, ensuring accuracy in purchase orders and requests for quotes.
* Support the Commercial Manager in continuous improvement of CRM processes and data integrity.
* Conduct daily CRM database maintenance to ensure accurate customer information.
Additional Responsibilities
* Provide cross-cover for other Customer Focus Co-ordinators when necessary.
* Assist with ad hoc projects and contribute to continuous improvement initiatives.
General responsibilities
Health & Safety Responsibilities
* All employees are responsible for adhering to health and safety procedures and guidelines, ensuring a safe working environment for themselves and others. Any accidents, near misses, or concerns must be reported to the Health & Safety Manager and/or their line manager immediately.
Quality Responsibilities
* Quality is the responsibility of every individual within the company. Each employee contributes to PCML’s quality objectives and plays a key role in fostering a quality-focused culture. It is essential to uphold high standards to ensure that customer needs and expectations are fully met.
On-Time, In-Full (OTIF) Delivery
* All employees have a shared responsibility for supporting the on-time and in-full (OTIF) delivery of products to customers, ensuring efficiency and reliability across all business functions.
Person Specification
Skills & Knowledge Requirements
* Excellent time management skills, with the ability to prioritise tasks effectively.
* Strong ability to work in a varied environment and balance multiple ongoing tasks.
* Proactive and adaptable workload management to meet changing business needs.
* Excellent verbal and written communication skills for effective customer and internal interactions.
* Strong problem-solving abilities and a customer-focused mindset.
* Experience using CRM systems and managing customer data (preferred but not essential).
Qualifications & Experience
* Previous experience in customer service, order management, or a similar role within a manufacturing or engineering environment.
* Proficiency in Microsoft Office and CRM software.
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