Customer Services Coordinator

An exciting opportunity has arisen for a Customer Service Coordinator to join our existing team as cover for maternity leave at West Auckland.

Reporting to the Customer Service Team Leader, the main purpose of this role is to provide excellent customer service and to be the primary customer contact for day-to-day communications. The Customer Service Coordinator will fulfil the needs of the customer in line with agreed business processes and customer service level agreements. The successful candidate will meet and exceed the needs of the customer whilst maintaining an operational focus and deliver results that take in to account the interests of all stakeholders.

Key job requirements:

The main duties of the role will include:

Operational Responsibility

• To manage customer expectations around order placement and delivery against agreed SLAs.


• Manage stocks against agreed levels (to be reviewed quarterly) to ensure balance between OTIF levels, production capacity and aged stock.


• Manage order book in line with transport planning to ensure timely delivery whilst minimising cost impact to the business.


Communication - Planning

• Liaise with other departments to maintain the most cost effective and efficient service throughout the company and ensure that customers are fully informed of issues affecting production or timescales.


• To create, maintain, and enhance effective working relationships with all internal and external customers.
  
  A genuine interest in working with and helping customers.


• Good communication and presentation skills.


• Good presentation and a polite, tactful, and friendly character.


• A good understanding of numbers and planning.


• The ability to be flexible, decisive, and quick thinking.


• The ability to handle complaints and difficult situations in a patient, calm, and effective way.


• An understanding of computer systems and Excel.


• Develop good, productive working relationships with internal and external customers.


What we are looking for in a person:

• Good 'team player' with the willingness to support others in the team when challenges arise.


• Resilience to prolonged periods of disruption affecting day-to-day workload.


• Ability to explore all options/solutions in the event of disruption to the planned production to minimise impact for the customer.


• Ability to take a 'hands on' approach to problem solving before escalating to the CS Team Leader or CS Manager.
  
  We are a market-leading manufacturer of sustainable paper-based packaging. We care deeply about the health, safety and wellbeing of our employees, the communities in which we operate, and the service provided to our customers.
  
  25 days annual leave (plus 8 statutory) as standard


• Contributory pension scheme (plus ad hoc access to independent financial advice)


• Training & development


• Free on-site parking


• Employee Assistance - 24/7 free & confidential support to both you and your family


• Access to on site mental health and wellbeing support


• Regular health assessments (role dependent)


• Cycle to work scheme, A Disability Confident Employer and guarantee an interview to candidates who meet our essential criteria.


• Open to considering flexible working, such as part-time hours, hybrid working and other flexible options.


• Happy to offer a wide range of Family Friendly policies including emergency time off for dependants and to provide generous maternity, paternity and adoption leave provisions for our valued colleagues.