Customer Service Coordinator

MAIN PURPOSE OF JOB:

By designated sales territory provide a professional, efficient and dedicated service to their customers. To understand their customer’s needs and provide a service that keeps their customers informed of the stock status, progress on orders and delivery and any other related issues. To build a relationship with their customers and to know, understand and demonstrate product knowledge, collection and service procedures and processes and customer care standards.

Annual attendance at the Industry Show.

KEY TASKS

* To optimise the use of the Customer Database system, recording all phone calls and all actions by customer generating follow up and review prompts to ensure a high level of customer care.

* Daily input of service requests.

* To assess customer collections enter approved collections on to the system and monitor the collection process through to conclusion.

* Process of cancellation requests

* Problem solving and customer after sales queries and liaison with sales agent as required

* Daily despatch of spare parts requested by customers

* Regular weekly calls to Key Customers.

* Generate and distribute various reports to both the internal and external Sales Team, and Key Customers.

* To communicate both verbally and in writing to their customers and new account customers.

* To answer general incoming sales queries, telephone orders and chasing of deliveries.

* To carry out various add hoc duties as and when required

* To escalate potential problems and continual service issues to line manager

* To proactively assist in the development of the department in order to achieve KPIs and provide outstanding customer service

* Accurate and timely input of customer orders as and when applicable (e.g. during peak trade and holiday cover)