Customer Service Coordinator Aalberts Hydronic Flow Control - St Helens
About Aalberts
Aalberts is where technology matters and real progress can be made – humanly, environmentally and financially. We engineer mission-critical technologies enabling a clean, smart and responsible future. When it comes to the climate of a building, we set the ultimate standards because everyone deserves optimal comfort in buildings, the world needs cleaner heating and cooling technology and our customers require a one-stop specialist for innovative hydronic solutions.
Our Values
At Aalberts, we live by our core values: Be An Entrepreneur, Take Ownership, Go For Excellence, Share And Learn, and Act With Integrity. We are innovative, dynamic and entrepreneurial. We are straightforward, always separating the sense from the nonsense. We are passionate about getting to the heart of the matter.
Our Culture
We believe that long-term value creation can only be achieved by maintaining a company culture that embraces transparency and trust. We stimulate and protect a culture where people feel the need – and feel safe – to speak up and act with integrity. We empower our people to solve problems. We support and develop them. We stretch them to their limits, then take them a bit further. Always working together, because greatness depends on shared knowledge and shared skills.
The Role
We are seeking an exceptional Customer Service Coordinator to join our dynamic team in St Helens.
Reporting to: Sales & Operations Manager
Key Responsibilities
* Maintain a positive, empathetic, and professional attitude toward customers always.
* Respond promptly to customer inquiries, thereby identifying and assessing customers' needs to achieve satisfaction.
* Communicate with customers through various channels.
* Acknowledge and resolve customer complaints, providing appropriate solutions and alternatives within the time limits.
* Follow up to ensure resolution of customer issues.
* Process orders, forms, applications, and requests.
* Keep records of customer interactions, transactions, comments, and complaints.
* Communicate and coordinate with colleagues, as necessary.
* Provide feedback on the efficiency of the customer service process.
* Ensure customer satisfaction and provides professional customer support.
Key Performance Indicators
* First Response Time (FRT) (when tools and method are in place)
* Customer Retention Rate (CRR) idem
* Customer Satisfaction Score (CSAT).
* First Contact Resolution (FCR).
* Average Resolution Time (ART).
* Net Promoter Score (NPS).
* Customer Effort Score (CES).
What We're Looking For
Essential:
* Proven experience in customer service or order processing environment
* Excellent communication and interpersonal skills
* Proactive problem-solving approach with strong attention to detail
* Competent using ERP and CRM systems (e.g., SAP, Salesforce)
* Ability to work well under pressure and prioritise effectively
What We Offer
* Competitive salary
* Comprehensive training and development opportunities
* Supportive and collaborative working environment
* Career progression within a global technology leader
* The opportunity to make a real impact in a growing business
Ready to Join Our Team?
If you're passionate about customer service excellence and ready to take the next step in your leadership journey, we'd love to hear from you.
Job Types: Full-time, Permanent
Benefits:
* Bereavement leave
* Company pension
* Cycle to work scheme
* Enhanced maternity leave
* Enhanced paternity leave
* Gym membership
* Life insurance
* On-site parking
* Private medical insurance
* Sick pay
Work Location: In person