Customer Service Coordinator

Job details

Role: Customer Services Coordinator   Salary:  £25k plus company performance bonus

Location:  Leighton Buzzard Beds     Hours: 0830hrs to 1715hrs Monday to Thursday. 0830 to 1700 Friday

Benefits: parking, pension, company bonus, 30 days hols (inc bank hols) plus birthday off,   etc etc - it really is a great company and team that looks after their staff

Overview of the Company and Role
If you want to work for a friendly, fun, hardworking company with a reputation as the UK’s most recognised and warmly regarded B2B Trade Distributor of Professional and Commercial Audio, Lighting, Video, Special Effects and Ancillary products, then please read on!

The Customer Service Team play a crucial role in the companies sales function, as they are responsible for all after-sales related cases such as delivery queries, returns and spare parts. The customer services Coordinator is integral in providing a great level of customer service by responding quickly to after-sales enquiries with a helpful and friendly manner, ensuring every after-sales case is resolved efficiently and accurately.

Day to Day Responsibilities

day-to-day tasks and responsibilities of Customer Service Department
work to kpis and sla's
Report highlights of the departments success vs KPIs

Service and Returns
- Deal with Item Return enquiries via phone, email and website service page
- Collect item fault details over the phone
- Organise the return of items from customers
- Check and fault-find the returned items
- Organise the return of items to the companies clients or for a replacement, repair or credit, and booking out upon shipment
- Chase outstanding purchase order returns
- Raise sales orders for returned/repaired/replacement goods to customers
- Charge and invoice customers for repair/shipping costs
- Keep thorough notes / documentation on task progress
Courier Liaison (Delivery Issues)
- Respond to customer delivery issues
- Call couriers to resolve any issues
- Keep customer updated on the progress of their delivery issue
- Complete Courier Claim Forms and see-through the claim to its close
- Resolve outstanding courier claims within acceptable time period
Spare Parts
- Respond to customer spare part enquires over phone and email
- Price-up spares orders using company spares price calculator
- Prepare spare part quotes / sales orders for customers
- Ship and invoice spares orders to customers (Invoicing completed in liaison with Accounts Department)
General
- Assist with warehouse duties as required
- Support the sales team by answering the company phones on a delegated basis.
- Ensure sales enquiries are routed to the most appropriate person

Experience and Skills Required

Good numeracy skills
Computer skills:Competent in Microsoft Office (Outlook, Word, Excel)
CRM System (Microsoft 365 Business Central / NAV Dynamics useful but not essential)
Self-disciplined, organised and ability to work on own initiative and with attention to detail
Good basic level of education
knowledge of general electronics (ideal but not essential)
knowledge of audio, lighting and video products / technology (ideal but not essential)
2 years’ experience in Customer Services related role ideally in a b2b role
Good communication skills both orally & written (emails etc.)
Enjoys communicating over the phone with great engaging phone manner

In summary, this is based in the large, modern. technical warehouse environment, dealing with all supplies and returns ensuring customers are kept informed all along the way. So,
if you feel you are the right person for this role, then please send your cv to James Newbury Appointments for immediate review. If you do not hear back within 5 working days, unfortunately you will not have been shortlisted on this occasion.