Customer Service Coordinator in Milton Keynes

Empower, Connect, Evolve, and Inspire - these are the values that drive us and make BMI a company where you can thrive and grow. BMI UK&I have an exciting permanent opportunity for a Customer Service Coordinator to join our team in Milton Keynes. Reporting to the Customer Service Specialist, this role plays a pivotal role in delivering excellent customer service and order fulfilment by ensuring that all sales orders and enquiries are processed in a professional, timely and cost-effective manner.

A customer-focused mindset is a must, with excellent verbal and written communication skills alongside the ability to organise and manage a number of tasks at the same time to meet deadlines. The individual should be consistently striving to exceed our customers’ expectations and maintaining a high level of communication with customers regarding their orderbook and queries, identifying elements important to them and ascertaining the best methods of communication. The role includes high volume inbound and outbound end to end account management so tenacity is a must.

Your key responsibilities will be to:

• Receipt and thorough entry of customer sales orders into SAP ensuring all information is correctly captured.
• Control administrative process from placement of the order to delivery, using relevant operating procedures and systems.
• Maintain standards for the quality of call handling and resolution of queries and the quality of written queries, with clear issue clarification, appropriate guidance and timely resolution.
• Full ownership dealing with all customer queries (phone and email) efficiently and effectively.
• Detailed order book management to manage and communicate any supply or delivery issues to ensure OTIF “On Time in Full” target is achieved.
• Deliver excellent customer service through product knowledge, practical advice, empathy and patience.
• Manage workload efficiently in a busy environment.
• Develop professional working relationships, in particular ensuring close communication with customer base, as well as sales managers.
• Record all customer complaints on the Complaint Notification systems. Investigate, resolve and close within agreed timescales.
• Monitor and evaluate personal performance to enhance individual/team results in line with departmental KPI’s.
• Provide support and assistance to colleagues within the team through back up support, training and adopting good team ethics.
• Support continuous improvement initiatives.

Your key skills and experience will include:

• Passionate about delivering excellent customer service.
• Experience working within a busy and detailed orientated customer service environment.
• Proven experience in resolving customer queries and demonstrating strong problem-solving abilities.
• Strong interpersonal and communication skills to effectively communicate with customers via email and over the phone in a professional manner.
• Outstanding organisation and prioritising skills.
• Excellent interpersonal skills and ability to build effective relationships quickly.
• Excellent verbal and written communication skills.
• Ability to work on your own initiative while being an effective team player.
• The ability and willingness to learn technical products and processes.
• Ability to thrive in a fast paced & detailed environment.
• Minimum 2 years' experience in customer service or sales support, ideally in manufacturing, retail, or construction industries (desirable).
• Proficiency with CRM systems and Microsoft Office Suite / Google Workspace (desirable).

If you do not have all key skills but still feel like you would be a good fit, please still apply and we will consider your application based on merit and experience.

Benefits

We offer a range of benefits that include:

• A competitive base salary
• Substantial bonus
• Company matched pension contributions between 4% and 8%
• Income protection and life insurance
• EAP program
• A host of other benefits such as a cycle to work scheme and discounts platform.

About BMI

BMI is a new name backed-up with over 180 years of roofing experience and knowledge. Bringing together some of the industry’s most trusted local brands such as Redland & Icopal to become the largest supplier of both flat and pitched roofing and waterproofing solutions throughout Europe. With over 120 production facilities across Europe, Africa and Asia, and more than 9,800 employees worldwide, we’re well positioned to offer an unparalleled level of experience and innovation to our clients. Our roofing products and systems are designed and manufactured in the UK. We have multiple manufacturing sites and distribution depots across the UK and Ireland with our UK&I Head Office based in Milton Keynes and our industry-leading BMI Academy is based in South Cerney, Gloucestershire.

Across these sites we offer a wide range of opportunities; from dedicated sales managers and technical experts to skilled operators in our plants, we value every role in the BMI Team and are united in delivering excellence for our customers and becoming the best roofing and waterproofing solutions company in the world. We are One BMI. We embrace and recognise our differences and unique qualities across all of our people and the value these bring. We inspire, connect and empower our people and seek to proactively engage the communities in which we serve. We continually focus on creating an inclusive culture where everyone contributes and thrives, where our people feel valued for who they are, have a sense of belonging, and do their best every single day. We are an equal opportunities employer and believe that everyone should be treated equally, regardless of their religion, beliefs, age, gender, gender reassignment, race, disability, marital or civil partnership status, pregnancy or maternity, sexual orientation or any other protected characteristic.