Customer Service Coordinator

Customer Service Coordinator

Imperial Professionals are delighted to announce that we are working in partnership with a global engineering business who are recruiting for a Customer Service Coordinator on a permanent basis.

Salary: Up to £24,000 per annum plus bonus
Contract: Permanent
Location: Stockton
Hours: Full Time

Job Purpose

To deliver a best-in-class service to our customers by adhering to timescales for service-related tasks. Provide regular updates to customers through verbal and written communication.

Responsibilities:

• Accurate completion of day-to-day activities.
• Manage the service book, service call traffic and planning of all aspects of the services we offer.
• Liaise with factories and suppliers ensuring customer service excellence.
• Support the Finance department to ensure payment / credit terms are adhered to.
• Complies with financial regulations, policies, and controls.
• Embrace a performance culture framework and adhere processes to achieve service levels and improvements across set targets.
• Ensure service targets and KPI’s are achieved, and expectations are met with optimum levels of quality & service delivery.
• Ensure accuracy and quality of all processes.
• Prioritise workload and demand from internal and external requests.
• Ensure the delivery of quality customer service.
• Support any escalations with a one call resolution.
• Continuously monitor own performance for maximum efficiency
• Work with other all departments within Home Solutions to ensure a collaborative approach is given to deliver the requirements (e.g., Finance, HR, IT, Technical, SHEQ, Process)
• Maintain customer relationships across all of our customers and escalate concerns where necessary.
• To actively live and instil our company values: customer centric, appreciation, integrity, reliability, respect, responsibility.
• To follow health, safety and environmental guidelines and procedures in respect of personal and department activities
• To support holiday cover for the Sales Operations Manager when required
• Carry out any other reasonable duties requested.

Essentials:

• Demonstrable experience of prioritisation
• Demonstrable experience of handling telephone calls preferably within a call centre or help desk role.
• Demonstrable experience of planning and managing operational processes for maximum efficiency and productivity
• High standard of IT literacy including accounting software, MS Office, advanced Excel skills.

For more information on this opportunity please feel free to contact Imperial Professionals.