Customer Coordinator in Coventry

GEODIS is a leading global logistics provider acknowledged for its expertise across all aspects of the supply chain. As a growth partner to its clients, GEODIS specializes in five lines of business: Supply Chain Optimization, Global Freight Forwarding, Global Contract Logistics, Distribution & Express, and European Road Network. With a global network spanning nearly 166 countries and more than 49,720 employees, GEODIS is ranked no. 6 in its sector across the world. In 2024, GEODIS generated €11.3 billion in revenue.

This position is also open to anyone recognized as a disabled worker.

The Customer Account Coordinator will serve as the primary point of contact for our customer, ensuring their needs are met with exceptional service and efficiency. This requires strong communication skills, a proactive approach and the ability to manage multiple tasks simultaneously.

• Serve as the main contact for our Customer Alo Yoga, addressing inquiries, providing information, answering inbound and outbound calls and resolving issues promptly and professionally.
• Manage customer tracking enquiries, responding in accordance with customer SLA.
• Effectively communicate with the customer, various teams, transport companies, suppliers, etc.
• Make scheduled calls to ensure Alo Yoga is nurtured into the business.
• Manage the customer's suppliers in accordance with customer SLA.
• Oversee the entire order process from receipt to delivery, ensuring accuracy and timeliness.
• Coordinate with internal departments to fulfil customer requirements.
• Prepare and manage shipping documents, invoices and other necessary paperwork.
• Ensure all documentation is accurate and compliant with company policies and regulations.
• Monitor and track customer complaints, ensuring that each complaint is properly investigated, response to the customer provided in a timely manner, lasting corrective action is taken, escalating when necessary.
• Identify and resolve any issues or discrepancies related to customer orders, deliveries or services.
• Escalate complex issues to the Operations Manager/General Manager as needed.
• Maintain accurate record of customer interactions and update customer accounts, including contact information and order history.
• Complete daily pallet counts and trailer fills, amend dates and upgrade pallet types where applicable.
• Generate regular reports on customer activity, order status and service performance.
• Provide insights and recommendations for improving customer satisfaction.
• Ensure KPIs are met.
• Analyse customer feedback, identify areas of improvement and participate in process improvement initiatives to enhance customer service and operational efficiency.
• Conduct quality assurance survey with Alo Yoga and report findings to the Operation Manager/General Manager.
• Ensure adherence to company policies and procedures and maintain customer confidentiality.
• Ensure a clean and safe work environment.
• Always promote GEODIS in a positive and ethical manner.
• Must be willing to travel to other sites/customer sites as and when necessary to support the customer.
• Carry out any additional duties required.

Essential Education and/or Training: GCSE or equivalent.

Experience of the logistics industry and a customer service role.

Preferred Experience and Knowledge: Proven customer service record and experience. Significant exposure to customers and suppliers.

Necessary Technical / Functional Skills:

• Outstanding communication and interpersonal skills, both written and verbal.
• Good telephone manner is essential.
• Good grasp of English language to enable accurate written communication.
• Self-confident to enable competent interaction with staff, customers and suppliers.
• Excellent customer service skills combined with high service level ethic.
• Competent problem-solving with the ability to look for alternative solutions.
• Immaculate attention to detail alongside highly accurate data entry and inputting skills.
• Experience with Microsoft Office, including Excel.
• Strong people skills.
• Must be able to work in a pressurised environment.

Position place: Europe, United Kingdom, England, Coventry (City of)

Candidate criteria: Years of experience in similar position: Junior (1 to 5 years of experience).

Driving license not required.