Customer Service Coordinator

Summary of the Role

Reporting to the Customer Services Manager the primary function of this role is to ensure the customer is provided with a first class service at all times. Developing a comprehensive knowledge of all aspects of customer service including company objectives, guidelines, procedures & workflows, that are so important in our chosen markets.

To work as part of the CSC UK team in contributing towards the achievement of TSS objectives.

Tasks & Responsibilities

• First point of contact for customers enquiries / concerns
• Investigation of Customer complaints or concerns. (Credit & Debits)
• Receive and respond to customer’s quotation requests in an accurate and timely manner. Obtain feedback from customer and update appropriate systems
• Receive and process customers orders / schedules in an accurate and timely manner according to Order Review process
• Prioritize the workload to satisfy the customer needs and meet the Company targets
• Developing a knowledge of company products / part numbering system
• Ensuring customer specific guidelines and procedures are adhered to at all times, seeking the Customer Service Manager’s support, if needed
• Working alongside the CSC UK Key Account Managers to support, understand and develop the customer

• Working with the CSC UK Technical team, Finance team, as well as with our Suppliers and SCM team on a daily basis to ensure every Customer’s need is dealt with in a proper way.
• Monitoring and managing customers orders / schedules proactively to ensure parts are supplied on time and right first time
• To be expected to work in other areas of the customer service department should the demands of the business require them to do so

Education & Experience 

• Computer literate
• Level of education: secondary school
• Relevant Customer Service experience: 1/2 years
• Excel knowledge: Intermediate
• Working with Company procedures & Workflows
• CRM systems knowledge

Competences

• Communication
• Responding to customers needs
• Business Awareness
• Commercial Awareness
• Making effective decisions
• Learning and Improving
• Negotiation skills
• Problem Solving
• Flexibility
• Team Work
• Planning & Organising
• Attention to detail

Key Interfaces & Stakeholders

• Customers
• CSC UK Customer Services Department members
• CSC UK Customer Service Manager
• CSC UK General Manager
• CSC UK Key Account Managers
• CSC UK Technical Team
• TSS Quality Team
• TSS Finance Team
• TSS Manufacturing Sites and Third Party Suppliers
• Supply Chain Management Team

Geography to cover & Travel requirements 

• Occasional travel within UK to Trelleborg Manufacturing and Customer sites
• Rare international travel for training and development purposes.

Behavioral Characteristics

• Can-do approach
• Ability to analyse the available information and make sound decisions based upon this analysis
• Ability to work to defined processes and meet the company KPI’s
• Cooperation
• Responsibility
• Adaptability and flexibility
• Customer oriented
• “Change as opportunity” mindset
• Responsivness and being able to meet targets and objectives
• Integrity
• Able to work as part of a team as well as individually

Optional: Key Performance Indicators 

• Quote turnaround
• Order Processing Times
• On Time Delivery (VS promised and requested delivery date)
• Order review Performance
• Hit Rate % (i.e. Win/Loss Ratio)
• 5S methodology

Must be eligible to work in the UK