Customer Service Coordinator

We are a world leader in the design, development, manufacture and servicing of specialist equipment, with a strong reputation for quality, service and value. We are now looking for a Customer Service Coordinator to join our busy and friendly aftersales service centre, based at our offices near Alton.

For this role, you will need previous experience in a similar customer service, sales administration or order processing position, ideally where you have supported the full lifecycle and delivery of a product. You will have strong PC skills, excellent attention to detail and outstanding communication skills, including a confident and professional telephone manner. You will be liaising with both customers and internal teams, so the role requires someone who is comfortable handling inbound enquiries and equally confident making outbound calls to provide updates on orders, deliveries, repairs and other service-related matters.

Working Monday to Friday, with an earlier finish on a Friday, we can offer a salary of £28,000 to £32,000, holiday entitlement plus bank holidays, your birthday off, group pension, group life and income protection, free parking, and office closure over Christmas and New Year.

As the Customer Service Coordinator, you will play a key role in delivering an excellent customer experience by ensuring customer orders are processed accurately and efficiently, enquiries are handled professionally, and the wider sales and service functions are well supported. Key duties will include, but are not limited to:

• Review incoming orders to ensure pricing, product information, discounts and delivery requirements are accurate.
• Provide a professional, helpful and responsive service to customers by telephone and email.
• Act as a first point of contact for customer enquiries relating to orders, products, deliveries and account information.
• Maintain accurate customer records and order details within company systems.
• Liaise closely with Sales, Service, Logistics and Finance teams to support smooth order fulfilment.
• Manage customer returns, exchanges and credit requests in line with company procedures.
• Raise and process Return Merchandise Authorisations (RMAs).
• Process pro-forma invoices and provide administrative support throughout the sales process.
• Coordinate courier bookings and shipment arrangements with Logistics where required.
• Log, investigate and coordinate customer complaints, ensuring timely resolution and a positive customer experience.
• Support customers with warranty-related enquiries and process warranty returns.
• Track and follow up outstanding quotations and enquiries to support business conversion.
• Assist with stock-related queries and liaise with internal departments regarding product availability.
• Manage customer service inboxes effectively, ensuring enquiries are answered within agreed timescales.
• Produce reports and maintain records relating to order processing, customer service activity and departmental KPIs.
• Support the wider Customer Service and Sales teams with administrative duties as required.
• Undertake any other reasonable duties in line with the level and responsibilities of the role.

To be successful in the Customer Service Coordinator role, you will need proven experience in sales order processing and customer service, ideally gained within a call centre, office-based customer service or product-led business environment. You will have excellent PC skills and experience using a CRM or ERP system; SAP experience would be desirable but is not essential.

In return, we can offer you the opportunity to join a well-established and respected company with over 40 years' experience, a supportive team environment, ongoing staff training, free parking

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