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My Client in Wokingham is looking to recruit a Customer Care Coordinator to join their friendly team ,on a one year maternity contract, to act as a liaison between external/external customers and companies along with the rest of the team. The main duties of the role are to be responsible for the timely and accurate fulfillment of customer orders, providing assistance to customers with questions regarding information on their account. This includes a variety of activities and skills including accurate order processing and Customer Service.
This role can be Hybrid if this suits you, splitting your working week between the office and home or completely remotely after training.
The main duties of the Customer Care co-ordinator are:
- Deliver excellent customer service by serving as primary point of contact for sales region.
- Order management.
- Help with general inquiries or requests regarding all aspects of customer care, including general order inquiries, general product questions, website navigation, and sales promotions/programs.
- Suggest solutions and or options in response to customer needs.
- Initiate, manage, and ensure all freight damage claims are resolved and information is clearly communicated to our customers.
- Responsible for documenting approvals.
- Validate and issue RMAs for product being returned for credit.
- Validate and execute distributions and/or sales credit claims.
- Provide proactive support to customer care team members, global departments as required expediting requirements for information and coordinating all efforts in the best interest of the customer.
The main responsibilities of the Customer Care Co-ordinator are:
- Enter orders in timely fashion with accuracy and proactive behavior. Confirm receipt and status of order to customer by sending order acknowledgement or Performa invoice within communicated service level commitments.
- Sales Credits to be processed within communicated time frames.
- Evaluate each request, internal form, or customer correspondence that could lead to issues, and remedy these before order is processed i.e. part number incompatibility, impossible deadlines, invalid credit terms and shipping terms.
- Manage orders regularly by reviewing and updating pending regularly to ensure that orders are processed with urgency.
- Communicate any updates to orders that impact customer immediately after making change through sending updated order acknowledgement or Performa Invoice.
- Take ownership of orders that are in queue to ensure that they move through the system from receipt to invoice with efficiency meeting service level agreements.
- Respond to emails and voicemails same day stressing proactive follow up and to ensure customer satisfaction, logging all calls in Customer Relationship Management application daily.
- Answers queue phone calls assuring minimal wait time for caller according to KPIs
- Escalate issues to management as necessary to achieve complete customer satisfaction after utilising resources and training.
- Maintain excellent teamwork attitude.
- Maintain knowledge of all policies and procedures, and application of Customer Service programs in relation to order entry, warranty, and RMA.
- Provide feedback and recommendations to improve processes.
- Understand shipping rules and regulations as they pertain to customer needs.
The Main requirements for the role are Customer Service and Order processing.
An excellent salary of £28,000 to £30,000 is being offered plus hybrid working. The normal working hours are 8.30-5pm Monday to Friday.
This is a really lovely job.
