Customer Service Co-Ordinator

About the Role

The role will rely heavily on a positive, customer service-focused individual who thrives in a fast-paced environment, ensuring that every customer has an exceptional experience from start to finish. Multi-tasking will be key, as you will need to manage answering the phone, completing administrative duties, and prioritizing tasks with a high level of attention to detail. Reporting directly to the Commercial Manager, you will be an integral part of our service chain and contribute to the overall success of the company.

Main Responsibilities

The Customer Service Co-ordinator will ensure a pleasant, timely, and satisfying experience for customers when they contact the organization. This will involve answering all incoming calls and emails from both new and existing customers promptly, making outbound calls to provide regular updates, and addressing any queries. Building rapport with customers is essential to ensure a positive journey from start to finish. The role requires an adaptable approach to each customer’s needs, as well as coordinating deliveries with our external transport contractors to ensure timely scheduling and efficient delivery. You will be highly organized, managing both your own and shared team inboxes, and completing administrative duties such as checking purchase orders, resolving invoice/ticket queries, and taking/booking orders. Strong collaboration with all departments, especially Operations, Sales and Transport, is critical to ensuring a smooth customer journey across teams. Additionally, you will need to stay up to date with company updates, review work locations and delivery points, and maintain a flexible approach to handle ad-hoc tasks as they arise.

This includes, but is not limited to:

• Customer Communication:

• Receive and process all inbound customer inquiries, including phone calls and emails, ensuring timely and effective resolution.
• Maintain regular communication with customers to ensure accurate order details, address any concerns, and provide timely updates on delivery schedules along with management of any escalations from Customers.
• Build and maintain positive relationships with both new and existing customers.

• Order Processing and Administrative Support:
  • Verify and process all incoming customer orders, ensuring correct details are captured and entered onto the systems.
  • Check and validate purchase orders (POs), invoices, and tickets to ensure accuracy, and resolve any discrepancies.
  • Manage shared team inboxes, ensuring all customer service-related inquiries are handled in a timely manner.
  • Assist with the setup of new customers and projects as required.
• Coordination of Deliveries:
  • Coordinate with external transport contractors to schedule and plan deliveries in accordance with customer requirements and internal policies.
  • Monitor delivery schedules and the progress of deliveries. Proactively address any issues to ensure timely and efficient service, addressing any delays or issues that arise. ensuring quick resolution and customer satisfaction.
  • Ensure smooth communication between external logistics teams, internal departments, and customers to minimize disruptions.
  • Proactively monitor and resolve any delivery-related issues or escalations.
  • Continuously evaluate and improve transportation processes, identifying areas for optimization and implementing necessary changes.
• Cross-Department Collaboration:
  • Provide support to the Commercial Manager by coordinating transportation for new business opportunities and assisting in the development of transportation strategies.
  • Collaborate with terminal supervisors and operators, and other departments, to ensure smooth loading of products during delivery operations.
  • Provide support and assistance to other internal teams when required, ensuring a smooth flow of information and tasks.
• Record-Keeping and Reporting:
  • Maintain accurate records of client information, customer orders, transport schedules, and related documentation.
  • Ensure all relevant information is logged in the system for traceability and reporting purposes.
  • Assist with reporting or data entry tasks related to order processing and transport contractor performance.
• Ad-Hoc Duties:
  • Complete any other tasks or special projects as directed by the Commercial Manager or other senior staff.

Knowledge and Skills

• Communication: Strong written and verbal communication skills, with the ability to interact with customers, internal teams, and external parties effectively.
• Organizational Skills: Ability to prioritize and manage multiple tasks, with a focus on attention to detail and accuracy.
• Customer Service: Demonstrated ability to handle customer inquiries professionally and efficiently, with a focus on delivering high-quality service.
• Administrative Competency: Experience handling administrative tasks, such as managing orders, processing invoices, and maintaining records.
• Technical Proficiency: Proficient in Microsoft Office Suite (Word, Excel, Outlook), with the ability to learn new systems quickly.
• Problem-Solving: Proactive in identifying and resolving issues, especially in relation to order delivery and customer service.
• Experience: Previous experience in a customer service, administrative, or logistics-related role is preferred. Knowledge of logistics and transportation processes is an advantage.