Job Title: Customer Services Co-ordinator.
Job Overview:
We are seeking a detail-oriented and organised Customer Service Co-Ordinator to join our team. The successful candidate will be responsible for co-ordinating, organising, and maintaining customer orders, placing POs on suppliers and manufacturers and requesting key documentation and certification, ensuring accuracy, accessibility, and compliance with relevant regulations all whist delivering exceptional customer service support.
The Customer Service Co-Ordinator will play a crucial role in streamlining post order processes and servicing our customers, whilst collaborating with various departments and suppliers to enhance overall order fulfilment efficiency.
Responsibilities
Post Order Management:
· Review customer purchase orders and ensure accuracy vs quotation supplied.
· Place orders on suppliers as required.
· Implement version control procedures to track changes and updates and feedback findings to customers.
· Monitor order progression and ensure updates are provided as appropriate to the internal aftersales team.
Collaboration and Communication:
· Collaborate with internal teams, suppliers and customers to gather, organise, and update document/orders for customers and compliance purposes.
· Communicate effectively with team members to ensure compliance with document management and order fulfilment policies.
· Provide training and peer to peer support to staff on procedures and best practices.
Quality Assurance:
· Conduct regular audits to ensure the accuracy and quality remains at an agreeable and acceptable level from suppliers in relation to order fulfilment.
· Work closely with relevant stakeholders to address any discrepancies or issues identified during audits.
· Support the Aftersales Manager with the implementation of quality control measures to maintain high standards and customer satisfaction.
Compliance:
· Stay informed about relevant industry regulations and standards.
· Ensure that all documents/orders adhere to legal and regulatory requirements.
· Collaborate with legal and compliance teams to address any document-related compliance concerns.
Process Improvement:
· Identify and provide feedback to management in relation to opportunities for process improvement within the department and wider business.
· Propose solutions to enhance overall efficiency and effectiveness.
Qualifications:
· Proven experience in a similar role.
· Strong administration experience is desirable.
· Familiarity with relevant industry regulations and compliance standards is desirable.
· Excellent organisational and time-management skills.
· Attention to detail and a commitment to maintaining high-quality standards.
· Proficient in using document management software and office productivity tools.
· Strong communication and interpersonal skills.
Benefits:
· Competitive salary
· Health plan
· Company pension scheme
· Professional development opportunities
· Positive and collaborative work environment
Job Purpose:
The Customer Service Co-ordinator aims to use their order handling knowledge & qualification to:
Efficiently manage customer orders and company documentation packages
Effectively manage customer updates and order fulfilment.
Provide the sales team support in creating documentation packs for customers.
Assist with H&S, quality and compliance documentation and audits.
Additional responsibilities
1a. To assist in the generation, acknowledgement, organisation and co-ordination of a variety of sales orders in order to support a seamless customer experience.
2a. To effectively communicate with our customers, clients and suppliers to provide accurate feedback and updates on customer orders and the fulfilment process.
2b. To raise purchase orders to suppliers and manufactures, place supplier OA's onto the CRM system and ensure that provided dates are accurate and updated.
2c. To maintain communication with suppliers and Internal Sales Admin to ensure supplier orders include required certification or documentation.
2d. To co-ordinate any client change requests and be first point of contact for customers chasing order updates.
2e. To communicate with the Sales team, Finance Department, Aftersales team and Office Administrators to ensure efficient delivery of orders, including maintaining accurate records in the CRM database.
2f. To engage in sales activity and customer site visitations where applicable for learning and development opportunities.
2g. To liaise with Process Instrument Services Ltd to highlight opportunities for Service sales where applicable.
3a. Develop account relationships at all levels including procurement, technical and senior management level with our customers, suppliers and OEM's.
3b. Ensure personal certification/training is completed within the time requirements.
3c. Carry out periodic supplier audits to ensure documentation and compliance is of the expected standard.
3d. Assist in the management and organisation of health and safety and accreditation compliance.
4. This job description is not exhaustive and will include any reasonable duties requested by management.
Job Type: Full-time
Pay: £25,000.00-£30,000.00 per year
Benefits:
* Casual dress
* Company events
* Company pension
* Cycle to work scheme
* Employee discount
* Employee mentoring programme
* Flexitime
* Free parking
* Health & wellbeing programme
* On-site parking
* Private dental insurance
* Private medical insurance
* Sick pay
Work Location: In person