Customer Services Coordinator

Your new companyHays are working with a growing Manufacturing business in Telford who are looking to appoint a Customer Services Coordinator on a permanent basis. They are seeking a proactive and customer-focused Customer Support Coordinator to join a dynamic Customer Experience Department in Telford. This role is pivotal in ensuring a seamless and positive experience for our customers throughout all stages of their journey with us. You will act as the first point of contact, manage service and spares processes, and collaborate across departments to deliver exceptional service. Your new roleAs a Customer Services Coordinator, your role will involve:

• Serve as the primary point of contact for customers throughout all project stages.
• Assess customer needs and ensure they are met through each phase of the project.
• Manage customer cases and maintain accurate records of work in progress.
• Oversee service and spares quotation and order processes.
• Handle customer account setup and information gathering.
• Collaborate with internal departments to enhance the overall customer experience.
• Escalate issues and complaints appropriately and in a timely manner.
• Achieve and report on key performance indicators (KPIs).
• Build and maintain strong relationships with customers.
• Manage purchase orders, requisitions, and invoicing.
• Coordinate stock and inventory control with the Stores Department.
• Arrange engineer travel and accommodation.
• Maintain and manage engineer documentation.
• Support the Customer Support Help Desk with call handling, job scheduling, and job number control.
• Adhere to company Quality Management System (QMS) procedures and processes.

What you'll need to succeed

• Proven experience in a customer-facing role, ideally in a fast-paced, agile environment.
• Strong communication skills, both verbal and written.
• Proficiency in Microsoft Office applications.
• Experience with Sage 50 or 200, or similar accounting/planning software.
• Ability to adapt and lead in a changing business environment.
• Excellent organizational and multitasking abilities.

What you'll get in returnWhat you need to do nowIf you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.

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