Customer Service Coordinator - Reed : Job Details

Role: Customer Service Coordinator

Salary: Competitive + Annual Company Bonus Share

Location: Macclesfield, fully on-site

Type: Full-Time/Permanent

Hours: 08:15-17:15, Monday-Thursday. Friday is 08:30-13:00.

Reed are proud to, again, be working with our longstanding aerospace client in Macclesfield, exclusively supporting their search for a Customer Service Coordinator. Due to internal progression AND expansion within the team, we are searching for not one, but two new colleagues to join their successful & respected customer relations team.

Please don’t be put off by the specific industry of this role – FULL training will be provided.

The Customer Service Coordinator is responsible for managing a portfolio of several key clients, delivering a proactive and efficient service end to end, from order processing to order delivery and account development.

Duties:

• Manage a portfolio of key customers to fully understand their requirements by developing a consultative and partnership approach.
• Remain sensitive and vigilant to changes in customer mood reporting any issues to management.  This is an essential part of the role requiring strong communication and listening skills.
• Process customer enquiries, orders and change requests by raising the necessary paperwork accurately and on time through liaison with other departments to ensure deadlines are met and response times reduced in accordance with company procedures.
• Maintain, review and update price and customer lists working with the Customer Service Manager and Project Team Leader
• Actively pursue debtors in conjunction with the Customer Service Manager
• Respond to customer enquiries in a professional and timely manner, giving notice of any technical, commercial, quality or manufacturing issues including the distribution of any relevant paperwork. Where the response has been drafted by another department ensure that it has Commercial endorsement and always check to ensure the latest price list and Commercial considerations have been used.
• Liaise with Quality and Technical Departments on all customer product returns to establish liability and corrective action plan. Always respond to customer concerns in a professional manner and highlight organisational and operational shortcomings to management.
• Monitor the progress of designated customer orders reporting back to senior management and the customer as and when necessary. Instigate and drive corrective actions to ensure good customer relations are maintained
• Provide Management with information on sales enquiries, response times, lead times and customer orders in the agreed format on a timely basis.
• Communicate, investigate and provide input into resolving supply issues.

About You!

• Proven experience in a structured, time sensitive, and high-pressure role, preferably in a B2B environment with an understanding of commercial processes
• Experience within an engineering/manufacturing industry is advantageous
• Track record of excellent data input accuracy and attention to detail
• Confident & professional communicator
• Proactive, positive, and helpful disposition

Benefits:

• Pension and life assurance scheme (up to 11% EE Contribution and 15% Employer Contribution)
• Career and development opportunities
• 23 days holidays + Bank Holidays
• Buy/sell holiday scheme
• Health and wellbeing services
• Occupational Sick Pay Scheme
• Employee Social Events