We are currently recruiting for a Customer service coordinator for a leading global brand based in Surrey. This is a temporary position with the opportunity for it to turn into a permanent role. It’s a fantastic opportunity for someone who has excellent customer service skills.
Person Specification: –
Degree level educated
Working knowledge of SAP and dynamics CRM is desirable
Experience of working with logistics partners and vendors is desirable
Advanced use of MS office
Competent in telephone diagnosing of faults/ root cause investigation is desirable
Able to work as team player and build relationships with both customers and colleagues
Display integrity and has a proactive and organised nature
Outgoing and confident
Excellent communication skills both written and verbal
Key Responsibilities: –
Deliver excellent customer enquiry handling, through proactive communication, thorough understanding, basic diagnosis, and provision of accurate information.
Operate business processes including, but not limited to; SAP, CRM, Experlogix, Databases, Reporting.
Facilitate inbound and outbound logistics including, but not limited to; import, export, outsourced warehouse operations, UK transportation, inventory.
Escalate issues arising from processes failure, customer complaints, field team feedback and logistics.
Provide customers with first line communications, and support for all enquiries.
Own the process and associated data records for all customer purchase orders from placement to invoicing including; advising all stakeholders of lead times, order status and potential delays.
Process all purchase orders in accordance with T&C’s with third parties HQ for sales, service and demonstration stock.
Process credits for pricing errors and returns in line with authorisation levels.
Escalate any issues or complaints to team lead.
Field Team Support
Provide field staff with first line communications, status, support, and escalation for all enquiries.
Attempt to diagnose customer issues and raise cases where field visits or workshop assessment is necessary.
Provide estimated pricing, pricing simulations and quotations for sales and service enquiries.
Ensure the process for external loan of kits to customers is followed and overdue loans are reviewed and actions to rectify are assigned
Review, propose and participate in changes to improve business process and efficiencies including but not limited to; in-house workflows and documented processes
Use and maintenance of Experlogix including, but not limited to; rule building, upgrade paths and timings, testing, setting up new users.
Use and maintenance of SAP including, but not limited to; data accuracy for customers and vendors, testing, setting up and training new users, data mining, creating new product data.
Create data for team lead reports including, but not limited to; product lead times, most likely, shipping costs, loan tracking, inventory levels, provision levels.
Use and maintenance of CRM including, but not limited to; data accuracy and upload in sales and service entities, upgrade planning, testing, setting up and training new users, data mining, creating new product data workflows, security, development and implementation of new CRM system functionalities
Inventory & Logistics
Maintain and assess inventory for sale, repair and demonstration including, but not limited to; UK transportation, inventory counting, integrity, purchases, location management, booking database, storing, maintenance schedules, repair and replacement
Investigate issues and impacts of aged debts associated with payment delays, large value orders and invoice queries
Tender Process Management
Lead the co-ordination of specific tenders including, but not limited to; monitoring appropriate public announcement websites, response assessment meetings, documentation requests from issuer, setting and sharing clear deadlines for team members to produce required documentation, checking and submitting tender responses, maintaining data accuracy on tender database, review of results for future revisions and learning.
Maintenance of the latest company information and associated generic documents as part of tender submission
Assistance to Team Lead
Provide support for ad-hoc tasks, Training of new and existing staff on all aspects of field support administration, Assist and lead improvement projects and contribute to weekly briefing meetings