An exciting opportunity has arisen to join a world-leading global organisation. Our client, a leading FMCG company with brands such as PG Tips, Dove, Knorr, Persil, and Magnum, is currently recruiting a Customer Service Coordinator for their Dukinfield site. The role offers a hybrid working pattern of 3 days in the office and 2 days from home.
This is a full-time temporary role for 6 months, working a 36.5-hour week, with an immediate start. The salary is up to £23,200 per annum, depending on experience, pro-rata.
Working hours are Monday-Thursday 8:30 am - 5:00 pm and Friday 8:30 am - 4:00 pm.
Job Purpose
Within the Customer Service team at Walls Refrigeration Solutions, reporting to the Customer Service and After Sales Manager, the role involves interacting with various Supply Chain and non-Supply Chain functions to ensure the availability of cabinets supporting ice cream sales in the Out of Home Ice Cream Category. Responsibilities include all aspects of invoicing, sales, aftersales support, and achieving OTIF targets across multiple channels including telesales, website sales, and managed accounts. The role also involves effective telephone diagnostics and spare parts ordering, encompassing customer service, aftersales, and call centre activities.
Key Responsibilities & Accountabilities
1. Provide excellent customer service, supporting category projects and executing key responsibilities effectively.
2. Handle inbound and outbound calls in line with KPIs.
3. Manage all enquiries and queries via email, website, and telephone.
4. Manage order entry across various customer bases and channels.
5. Liaise with Finance for Pro Forma payments.
6. Book deliveries and service calls according to scripts and processes.
7. Perform telephone diagnostics to prevent unnecessary service calls.
8. Manage daily interactions with third-party service engineers to ensure SLA compliance.
9. Handle warranty change management from input to invoicing.
10. Manage spare parts orders according to sales and service processes.
11. Oversee service call invoicing.
12. Coordinate with logistics providers to ensure inbound deliveries meet SLA requirements.
13. Identify and seek sales opportunities in line with company policy.
14. Continuously improve customer service processes and team performance.
15. Maintain strong relationships with Out of Home Customer Development and Field Teams.
16. Maintain detailed knowledge of products, services, and pricing.
17. Liaise with suppliers to organise inbound deliveries through third-party logistics providers.
Skills, Experience & Knowledge Requirements
1. Experience working in a call centre environment with inbound/outbound call handling.
2. Excellent telephone manner.
3. Strong verbal and written communication skills.
4. Good organisational skills.
5. Ability to work independently and as part of a team.
6. IT proficiency and adaptability to new systems and processes.
7. Leadership standards relevant to the role include:
* Consumer and Customer Focus
* Accountability and Responsibility
* Bias for Action
Desirable but not essential:
* Refrigeration knowledge
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