Customer Service Specialist

Customer Service Coordinator (12 month FTC)

Livingston

(Onsite)

Are you passionate about delivering exceptional customer service and looking for a rewarding role in a dynamic environment?

As Customer Service Coordinator, you will be the first point of contact for customers, ensuring their needs are met with efficiency and professionalism. The position offers a chance to develop your skills in a supportive and forward-thinking company.

You’ll be working as part of an established team with a focus on delivering a world-class customer service in a fast-paced environment. Our aim is to delight our customers, grow our business and contribute towards achieving and exceeding DS Smiths KPI’s and goals.

Role Responsibilities:

• Process customer orders or requests within defined or agreed customer service level agreements.
• Build and maintain strong relations with customers, gaining insight into their business to identify and act upon opportunities to encourage further business.
• Acknowledge, handle and resolve customer queries and complaints in line with company procedures.
• To meet and exceed agreed targets and goals that match the customer and business needs in line with agreed contractual SLA’s and KPI’s.
• Collaborate with internal stakeholders and colleagues to improve team and cross-departmental relations and efficiencies in our service offerings.
• Continually challenge and develop processes and methods of operating to delight our customers.
• Ensure all documentation and records relating to each customer is accurate, up to date and reflective of current working practices.

What we would like to see:

• Customer Service experience, preferably within an FMCG environment
• Excellent communication skills with the ability to communicate information and ideas articulately
• A team player who is able to work and build relationships across other teams and functions
• Demonstrate excellent organizational and administrative skills
• Demonstrates awareness of own personal impact
• An excellent telephone manner and the ability to stay composed under pressure – preferred
• A good knowledge of desk-based IT (Outlook, Excel, Order Management systems and demonstrate an ability to confidently pick up new systems) – preferred
• Excel – Intermediate to Advanced – preferred
• Strong organizational and interpersonal skills
• Good problem-solving skills, with a continuous improvement mindset

Benefits

• Salary up to £28,000, dependent on experience
• 25 days holiday, plus bank holidays
• Pension scheme, life assurance and income protection
• Digital GP Service
• Employee Assistance Programme
• Employee Discounts

About us

We’re DS Smith, the FTSE100 company who are redefining packaging for a changing world. We believe a better, more sustainable tomorrow is possible with the right people, who challenge and support one another to enact positive change. Today, we operate in more than 30 different countries, proudly employing over 30,000 people, and supporting customers across sectors like FMCG, industrial, and e-commerce. We deliver on quality, service, innovation, and added value to deliver market-leading sustainable packaging solutions our customers need. Our industry needs to transform, and we’re building the team to drive change across Europe and North America.

To fulfil our purpose of redefining packaging for a changing world, we aim to build a diverse, motivated, and engaged workforce. Our goal is to create a culture of inclusion where everyone is treated fairly, differences are valued, and everyone has an equal opportunity to succeed.

Our people come from diverse backgrounds, bring different perspectives, ideas and experiences to generate unique solutions focused on present and future sustainability challenges. We welcome all candidates to apply, even those not meeting all criteria.