Purpose of position
The Customer Service Coordinator is responsible for delivering a high-quality experience to customers by acting as a central point of contact for enquiries, orders, and service issues. This role coordinates communication between customers and internal teams to ensure requests are handled accurately and efficiently. The ideal candidate is highly organised, customer focused, and confident managing multiple priorities in a fast-paced environment while consistently representing the company in a professional and positive manner.
Main Responsibilities
* Act as point of contact between customers and internal teams.
* Ensure customer inquiries, complaints, and requests are logged, tracked, and resolved on time.
* Escalate complex issues to the right department and follow up until closure.
* Monitor and manage the shared sales inbox in addition to personal correspondence.
* Respond to general enquiries, such as order status and delivery date confirmations.
* Accurately load and process repeat orders into the system.
* Maintain the spares list and contact customers regarding availability of additional labels from production runs.
* Liaise with the Planning team to obtain order confirmations and communicate order acknowledgements to customers.
* Ensure accurate maintenance of customer records, including contact details and key account information.
* Raise RFQs on the database to enable accurate label quotations.
* Assist with raising orders for new parts, ensuring all relevant information is collected before submission to the Design team.
Scope/Measurement of Performance
* Achieving daily targets.
* Key performance indicators.
Qualifications/ experience
* Intermediate PC literacy and experience of Microsoft Office, particularly Word and Excel.
* First-class attention to detail.
* Excellent time management and organisational skills.
* Effective communication and interpersonal skills.
* Strong communication (written & verbal).
* Problem-solving and conflict resolution skills.
* Basic data analysis and reporting.