Overview
Placing Leaders are recruiting on behalf of our client for a Customer Service Co-Ordinator. We are seeking a Customer Focussed and technically minded individual to work for our client who are a supplier of high quality aluminium windows and doors. The company offer an excellent working environment and the opportunity to work wihtin a global organisation with an enviable product range. Please see job description below and contact us for further details – we are ideally seeking someone with some experience of working within a Building Materials company – more specific windows and doors experience would be a huge advantage.
Customer Service coordinator
The Role
Title: Customer Service coordinator
Reports To: Operations Manager
Department: Operations
Location: Office based
Hours: Monday-Thursday 8.30am until 5pm/ Friday 8.30am until 4pm
Purpose:
To be our clients customers service coordinator responsible and fully accountable for delivering the highest standards of customer satisfaction.
To personally coordinate multiple inquires in accordance with business and customer requirements, contractual obligations, quality standards and budgets in a busy office environment.
To manage customer expectations and to exceed them wherever possible in order to manage, maintain and improve customer satisfaction levels to maximise customer spend and to facilitate profitable mutually beneficial long term customer relationships.
Key Responsibilities/Accountabilities
To manage Inbound telephone inquires and systems to ensure direct customer communication are delivered in accordance with the customer and organization expectations
To manage inbound mail inquires and systems to ensure safe and effective communication in the customer value chain.
To process all aftersales and warranty inquires into there retrospective channels and ensuring the customer is fully informed at each milestone within the value chain.
To update customer details onto various systems thereby ensuring effective customer information within the value chain.
To undertake essential day to day office administration task as and when required to ensure a smooth office operation.
To coordinate and deliver multiple aftersales and warranty activities to ensure engineers are coordinated, informed, and assisted to ensure we always aim to deliver and meet the customers expectation.
To coordinate and deliver of all aftersales and warranty parts to our customers ensuring safe payments, shipping and stock replenishment are in accordance within the companies operating procedure.
· To work as part of a project team, working to customer timescales and deadlines and in accordance with company values.
· To be a helpful and willing team member with good work ethic and ability to communicate across levels.
· To support Sales colleagues when required and where appropriate to assist the customer.
. To proactively review and attend training when required ensure the companies product range and industry standards are understood in line with the company and statutory requirements.
Knowledge/Skills/Experience/Competencies
· Data and process driven i.e. excellent at organising, prioritising and planning in order to facilitate successful delivery of multiple customer inquiries in accordance with agreed business and customer expectations and priorities.
· A clear verbal and written communicator who can communicate successfully across organisational levels.
· Extensive offices based experience.
. Able to maintain a positive “can do” outlook and presence at all times including under pressure..
· Technically competent, a detail conscious practical problem solver who is and able to work consistently to high standards.
· Able to take initiative i.e. proactive, self‐driven and standalone.
· Able to consistently work to high standards and drive others to work to high standards.
· Detail conscious and able to work under pressure and to timelines i.e. time conscious.
· Have the skills to organise and motivate others so targets are met.
· Able to lead and manage sub‐contract works and labour.
· Ability to build relationships and influence customers.
· PC literate on all systems Microsoft.
Key Measures Of Success
· 95% Customer Satisfaction Rating
· 95% FTI (First Time Install) on all aftersales and warranty activities
. 95% information input accurate
· Zero Late Costs i.e. non‐budgeted costs
· 95% customer Design Verification & Validation Team Approved Project Margin Realisation
· <1% Warranty Cost As A % Of Sales (Installation Quality)
· Low Aged WIP Value in stock
Other requirement
May need to travel to our head office for onboarding and training in Germany.
To be physically active to pick pack and ship parts may need to lift , kneel , bend
