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Woodland Group Ltd
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Chelmsford, Essex
Customer Service Coordinator
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Job Type: Full-time |
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Overview
MAIN WORKING RELATIONSHIPS Reporting to the Customer Services Supervisor working closely with the Operations team. GENERAL PURPOSE OF THE POSITION The Customer Service coordinator acts as first point of contact for the customer and resolves any problems or concerns with the receiving, storing and shipping of goods. ESSENTIAL DUTIES AND RESPONSIBILITIES Use the most appropriate method of communication when being the first point of contact for key customers; Develop and maintain effective working relationships with key customers to develop more business opportunities; Communicate with customers to obtain information to ensure correct measures are in place and all customer needs are met; Liaise with customers to ensure all documents are received within the designated time frame; Pro-actively place calls with customers, assisting them with any problems they may have providing advice on all ETA’s,expected deliveries and any other requirements they may require in a professional manner; Be a focal point for all queries from Key Account Customers; and Any other duties as required by management for the smooth and efficient operation of the department. Ensure all reports and KPIs are sent to the Customer in the timeline agreed on their SLA Ensure all deadlines are met in line with the SLA. Arrange monthly and quarterly review with Customer in line with criteria requested by Customer. CONTINUOUS IMPROVEMENT Work with the operations team to continually improve processes and business performance; Support changes in the role necessary to take the department and business forward; and Work to achieve personal objectives set at appraisal and/or those set monthly or quarterly. KEY PERFORMANCE INDICATORS Achieve agreed individual objectives; and Understand and adhere to all Woodland policies and procedures relevant to the role.