Customer Service Coordinator

With over 50 years of experience in developing high-quality tools and accessories, our client has built a strong reputation among tradespeople, DIYers and hobbyists alike. Their product range spans precision tools, power solutions, dust management, and sharpening systems—all designed for durability, accuracy, and ease of use. A commitment to exceptional service, innovation, and customer support lies at the heart of everything they do.

We are now supporting their search for a proactive and organised Customer Service Coordinator to join their dedicated team. This role plays a vital part in ensuring that customers receive timely, professional, and effective support—whether they are placing an order, reporting an issue, or looking for product guidance.

Key Responsibilities

• Managing customer enquiries and complaints via phone, email, post, social media, and other platforms
• Logging all incoming issues and complaints in the internal CRM system
• Liaising with suppliers and internal departments to ensure efficient issue resolution
• Processing stockist returns and handling faulty product reports daily
• Organising product collections and coordinating with the Despatch department
• Overseeing repairs for items such as worktop jigs and power tools
• Supporting Service Agents with information and managing warranty claims
• Assisting the Technical and Sales Teams with queries and order processing
• Advising end-users, stockists, and internal staff on proper product use and applications

Key Performance Indicators

• Responding to calls within four rings where possible
• Resolving customer service issues promptly and professionally
• Responding to emails within one working day
• Processing returns, repairs, and collections within defined timeframes
• Providing up-to-date information to all service agents and stakeholders
• Ensuring accuracy and speed in handling repairs, warranty claims, and courier arrangements

The ideal candidate will:

• Be confident and professional when dealing with customers
• Come from a product sales industry as opposed to service
• Possess excellent communication and organisational skills
• Be able to prioritise tasks and manage time effectively
• Demonstrate strong attention to detail
• Be capable of meeting deadlines in a fast-paced environment
• Enjoy phone-based customer interaction
• Be a team player who actively contributes to team goals
• Be proficient in Microsoft Word and Excel
• Hold a full, clean driving licence

Location: Watford (office based)

What the Company Offers:

• A basic salary of £26,000 p.a + monthly discretionary bonuses
• 25 days holiday plus bank holidays
• Life assurance
• Company pension
• A supportive and collaborative team environment
• The opportunity to work with a trusted, well-established brand
• A varied and rewarding role within a growing business
• Potential for personal and professional development

Contact: Sophie Simmonds

Reference: SS/93469

Footnote

If your application is successful, we will contact you to discuss the opportunity in more detail, within 48 hours of receiving your application.

Due to the overwhelming Application response we receive through various sources should you not hear from us within one week then please assume your application has been unsuccessful.