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- Tasks: Manage customer queries, emails, and support cross-functional teams in a dynamic environment.
- Company: Join Franke Coffee Systems, a leader in the coffee machine industry focused on innovation and excellence.
- Benefits: Enjoy competitive salary, 25 days holiday, private healthcare, and professional growth opportunities.
- Why this job: Be part of a collaborative culture that values innovation and customer satisfaction.
- Qualifications: Strong communication skills, proficiency in Microsoft Office, and a proactive, customer-focused attitude.
- Other info: Ideal for those looking to develop in a fast-paced, tech-driven environment.
The predicted salary is between 28800 - 43200 £ per year.
Customer Service Coordinator
Location: St Albans
Salary: Competitive
Job type: Full time
Contract: Permanent
Reports To: Customer Service Manager
About Us: Franke Coffee Systems UK Ltd. is a leading company in coffee machine industry committed to excellence and innovation. Together with our trade partners, we are committed to delivering premium best-in-class in-cup-quality, consistency and beverage variety, as well as ensuring an outstanding customer experience through constant innovation.
Job Summary:
The Customer Service Coordinator is responsible for managing the inbox and liaising with customers, account managers, service providers, and other departments. This role demands strong organizational skills, excellent communication abilities, and the flexibility to thrive in a dynamic work environment.
Provide support to customers and manage portal access. Assist with the planning, and completion of various projects within the organization. Coordinating with cross-functional teams within the organisation, to ensure standard operating procedures throughout the business.
Key Responsibilities:
• Email Management: Monitor, prioritise, and respond to incoming customer emails and portal tickets, ensuring smooth handovers to relevant teams within 2 hours
• Customer Liaison: Act as the first line of contact to customer queries: filtering, documenting and escalating technical issues
• Team support: Liaise effectively with internal departments, service providers and account managers to deliver timely and accurate updates
• Administrative duties: Maintain accurate records in SAP, generate and distribute reports and handle documentation as required
• Cross-departmental Support: Assist the Planning department during peak periods with order processing and related task. Collaborate with other teams and support administrative tasks to ensure overall efficiency. Address any issues or discrepancies related to machines or customers.
• Phone Management: Answer calls within 3 rings and handle the nature of the call accordingly.
• Troubleshooting: Resolve calls using videos, documents, advice from engineers and troubleshooting sessions. Log and close calls as fixed over the phone to track remote resolutions. Seek insights on IOT for potential issues.
• Credit Requests: investigate all credit requests and provide recommendations to the Head of Customer Service with full reasons. Inform customers of the decision once confirmed
• PPM: Assist customers with pre planned maintenance work
• Contract: Support customers with contract queries
• Optimising AI systems: Implementing algorithms to enhance the efficiency and accuracy of AI models
• Staying updated with AI: Keeping up with advancements in AI and integrating innovative solutions into existing systems
• Developing AI Solutions: Creating machine learning models and AI algorithms to solve business problems
• IOT Support: Utilise IOT to support customers with preventative services and maintain operational machines
Requirements:
• Exceptional organisational and time-management skills.
• Strong communication and interpersonal abilities.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and scheduling software.
• Ability to multitask and adapt to changing priorities in a fast-paced environment.
• Attention to detail and problem-solving skills.
• Proactive: Ability to anticipate needs and take initiative.
• Team Player: Works well with others and supports team objectives.
• Customer-Focused: Prioritises customer satisfaction and ensures high-quality service.
• Flexible: Willing to step into different roles and take on additional responsibilities as needed.
Why Join Us:
• Opportunity to work in a collaborative and innovative environment.
• Professional growth and development opportunities.
• Competitive salary and benefits package.
• Be part of a company committed to excellence and innovation.
• 25 days of holidays
• Private Healthcare for you, with the option to add partner and children
• Life Insurance
• Income Protection
You may also have experience in the following: Customer Service Advisor, Customer Service Executive, Customer Service Officer, Customer Service Representative, Contact Centre Operative, Customer Service Agent, Call Centre Operative, Customer Support, Client Support, etc.
REF-222 755 #J-18808-Ljbffr
Customer Service Coordinator employer: AWE
Contact Detail:
AWE Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Coordinator
✨Tip Number 1
Familiarise yourself with the coffee machine industry and Franke Coffee Systems specifically. Understanding their products and services will help you engage more effectively during interviews and demonstrate your genuine interest in the role.
✨Tip Number 2
Brush up on your organisational and time-management skills. Since the role requires managing multiple tasks and prioritising customer queries, showcasing your ability to handle a busy workload will set you apart from other candidates.
✨Tip Number 3
Prepare to discuss your experience with cross-departmental collaboration. Highlight any past roles where you successfully worked with different teams, as this is crucial for the Customer Service Coordinator position.
✨Tip Number 4
Stay updated on advancements in AI and IOT technologies. Since the role involves optimising AI systems and utilising IOT for customer support, demonstrating your knowledge in these areas can give you a competitive edge.
We think you need these skills to ace Customer Service Coordinator
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service roles. Emphasise skills such as communication, organisation, and problem-solving that align with the responsibilities of a Customer Service Coordinator.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your ability to manage multiple tasks effectively. Mention specific examples from your past experiences that demonstrate your skills in liaising with customers and internal teams.
Highlight Technical Skills: Since the role involves using Microsoft Office Suite and potentially AI systems, be sure to mention your proficiency in these areas. If you have experience with SAP or similar software, include that as well.
Showcase Your Adaptability: In your application, illustrate your ability to adapt to changing priorities and work in a fast-paced environment. Provide examples of how you've successfully managed multiple tasks or projects simultaneously.
How to prepare for a job interview at AWE
✨Showcase Your Communication Skills
As a Customer Service Coordinator, strong communication is key. Be prepared to demonstrate your ability to articulate thoughts clearly and listen actively. Use examples from past experiences where you successfully resolved customer issues or collaborated with teams.
✨Highlight Your Organisational Abilities
This role requires exceptional organisational skills. During the interview, discuss how you manage multiple tasks and prioritise effectively. Share specific tools or methods you use to stay organised, especially in a fast-paced environment.
✨Demonstrate Problem-Solving Skills
Be ready to discuss how you've tackled challenges in previous roles. Prepare a few scenarios where you identified a problem, implemented a solution, and achieved a positive outcome. This will show your proactive approach and attention to detail.
✨Familiarise Yourself with AI and IOT
Since the role involves optimising AI systems and utilising IOT, it’s beneficial to have a basic understanding of these technologies. Research how they apply to customer service and be prepared to discuss any relevant experience or ideas you have for integrating them into the role.
