Who we are:
Rhino Products are Europe's leading van accessory manufacturer who export a high quality range of products globally. We have manufacturing sites in Deeside and Ellesmere Port, warehouses and sales offices in the Netherlands, Sweden, Poland, and France. We pride ourselves on our exceptional levels of customer service and our dedicated Customer Service teams ensure that our customers are at the heart of all we do. Due to recent expansion and exiting new product launches, we are pleased to be recruiting for a Customer Service Coordinator to join our busy, fast paced team at Ellesmere Port.
Reporting to the Sales & Customer Services Manager
The Role:
To deliver exceptional customer service through prompt, professional, and empathetic communication—primarily via phone, email, and online webchat. You will be a key point of contact for customers, ensuring their orders, queries, and complaints are handled efficiently and with care. Additionally, you will support the UK Sales Team with administrative tasks related to quotations, orders, and customer service.
Key Responsibilities
· Respond swiftly and professionally to all incoming customer service calls, emails, and webchat enquiries, ensuring every interaction reflects our commitment to outstanding service.
· Maintain a courteous, confident, and solution-focused approach in all customer communications.
· Conduct outbound calls to gather customer feedback and satisfaction insights, ensuring their voice is heard and valued.
· Accurately process customer orders using internal systems, keeping customers informed of any delays or issues.
· Proactively identify potential delays and communicate solutions to customers before problems arise.
· Coordinate with the dispatch department and arrange transport for UK, European, and international deliveries.
· Take ownership of customer complaints, resolving them quickly and appropriately with empathy and professionalism.
· Manage product returns in line with company policies, ensuring clear communication throughout the process.
· Handle warranty claims by liaising with the Quality Department and communicating outcomes to customers.
· Update customer records and databases with precision and care.
· Maintain and update customer EDI systems as required.
· Monitor and respond to customer feedback, ensuring it reaches the relevant internal teams.
· Stay informed about new products to provide accurate and helpful advice to customers.
· Support the UK Sales Team with quotations and other administrative tasks.
· Collaborate with internal departments to ensure smooth operations.
· Carry out general administrative tasks as directed.
· Undertake any other duties within your capability as reasonably instructed.
About you:
· Proven experience in a busy office environment, with a strong focus on customer service.
· Comfortable handling a high volume of customer service calls, emails, and webchat enquiries daily.
· Excellent verbal and written communication skills, with a professional and friendly telephone and online manner.
· Strong attention to detail and accuracy in data entry and record keeping.
· Proficient in MS Office, especially Excel.
· Ability to work collaboratively within a team and independently when needed.
· Calm and composed under pressure, with the ability to prioritise tasks and meet deadlines in a fast-paced environment.
Benefits:
Our customers are important to us. The same goes for those that work for us, that's why we offer the following benefits and have a high staff retention:
* Competitive salary
* Pension
* 22 days annual leave + 8 bank holidays (30 in total)
* Learning, development, guidance and support in your role.
* Potential to earn profit related bonus (after qualifying period)
* Sick pay (after qualifying period)
* Hybrid working for those who wish to (3 days office, 2 days at home after qualifying period)
* Private healthcare scheme (Vitality)
* Early finish Friday
* Onsite parking - free
If you wish to apply please submit your cv.
STRICTLY NO AGENCIES
Job Types: Full-time, Permanent
Benefits:
* Free parking
* On-site parking
* Private medical insurance
* Sick pay
Ability to commute/relocate:
* Ellesmere Port: reliably commute or plan to relocate before starting work (required)
Experience:
* Customer service: 2 years (required)
Work authorisation:
* United Kingdom (preferred)
Work Location: In person