Customer Service & Warehouse Coordinator

Soltherm External Insulations LTD is seeking a Customer Service & Warehouse Coordinator to join our team in Milton Keynes. This role is 60% customer service and 40% warehouse coordination, ensuring smooth operations in both areas.

The ideal candidate will be a loyal, hardworking individual with the ability to work both independently and as part of a team. They must be highly organised, efficient, and passionate about delivering excellent customer service, while also being comfortable handling warehouse responsibilities.

• Order Processing: Accurately process, monitor, and manage customer orders, forms, applications, and requests.
• Customer Support: Respond promptly to customer inquiries via phone, email, and other communication channels, ensuring satisfaction and professionalism.
• Issue Resolution: Acknowledge and resolve customer complaints, escalating issues when necessary.
• Product Knowledge: Maintain an in-depth understanding of Soltherm's product range to provide accurate information and support.
• Customer Communication: Serve as the main point of contact for key accounts, relaying important information to internal teams or other departments as required.
• System Management: Effectively manage customer data in the IFS system, ensuring all records are up to date.
• Documentation: Keep accurate records of customer interactions, orders, projects, and communications.
• Stock Management: Assist in receiving, checking, and storing stock safely and efficiently.
• Order Preparation: Ensure timely picking, packing, and dispatch of goods according to customer orders.
• Inventory Control: Conduct stock checks and ensure records are up to date.
• Workplace Safety: Maintain a clean, organised, and safe warehouse environment, adhering to all health and safety regulations.
• Equipment Handling: Ensure warehouse equipment, including forklifts, is maintained and used correctly.
• Forklift Operation: Safely operate a forklift for loading and unloading materials (valid license with 2 years of experience is desirable, not mandatory).

• Communication: Strong verbal and written communication skills, capable of building trust and rapport with clients and colleagues.
• Organisation: Self-motivated, with excellent organisational and time management skills.
• Technology Proficiency: Good working knowledge of Microsoft Office Suite (Word, Excel, Outlook). Familiarity with CRM systems (e.g., IFS) preferred but not essential.
• Problem Solving: Ability to handle customer queries and complaints with patience, empathy, and a solutions-focused approach.
• Multi-Tasking: Proven ability to manage multiple tasks, prioritise workload, and meet deadlines in a fast-paced environment.
• Attention to Detail: Ability to work accurately, both in customer service interactions and warehouse stock handling.

• Customer Service Experience: Previous experience in a customer service, key accounts, or administrative role is preferred.
• Warehouse Coordination: Minimum 2 years’ experience in a warehouse role, preferably in logistics, distribution, or stock control.
• Forklift Operation: Valid forklift license with at least 2 years of experience operating a forklift.
• System Knowledge: Ability to use CRM systems (e.g., IFS) and inventory management tools.
• Industry Experience: Prior experience in external wall insulation, construction, or a related industry is an advantage.

• Customer Service: Prior experience in a customer service or key accounts management role.
• Relevant Training: Any certifications in customer service, warehouse operations, or logistics are advantageous.

• Empathy & Patience: Ability to understand customer needs and handle sensitive issues with care.
• Team Collaboration: Ability to work well within a team, collaborating with colleagues across different departments.
• Initiative: Proactive approach to problem-solving and continuous improvement.
• Adaptability: Flexible and willing to take on varied tasks in a dynamic work environment.

Our Equality, Diversity, and Inclusion (ED&I) Statement: At Soltherm External Insulations LTD, we are committed to fostering an inclusive and diverse workplace where every individual is valued and respected. We believe that diversity drives innovation and enhances our ability to serve our clients and communities effectively.

We embrace equality in all aspects of our operations and actively promote a culture that encourages participation from all employees, regardless of their background, identity, or experience. Our aim is to ensure that everyone has equal access to opportunities, resources, and support within our organisation.

We recognise the importance of creating an environment free from discrimination, harassment, and prejudice. Our policies and practices reflect our commitment to inclusivity, and we continuously strive to promote understanding, acceptance, and collaboration among our team members.

At Soltherm, we understand that our differences make us stronger. By embracing diversity and championing inclusion, we are better equipped to meet the needs of our clients and make a positive impact in the communities we serve.