Customer Care Coordinator in Southampton

Be a part of our mission! As a world leader in creating comfortable, sustainable, and efficient climate solutions for buildings, homes and transportation, sustainability is our business. The Customer Care Coordinator is responsible for providing exceptional customer service and support. This role plays a crucial role in driving sales opportunities by actively probing customers during customer care interactions and working alongside the administrative backoffice teams. The goal is to maximize sales potential, enhance the overall customer experience, and improve operational administrative processes.

Responsibilities

• Customer Relationships: Proactive handling of high-volume incoming calls, transferring information timely and accurately. Build and maintain strong relationships with existing and potential customers, acting as a trusted point of contact.
• Collaboration with Sales Team: Establish strong communication channels with the sales team. Share key customer insights and sales opportunities identified by the customer care team. Ensure relevant information is accurately transferred to the sales team for follow-up via CRM system. Ensure quotes are completed within KPI limits agreed across departments.
• Process Improvement: Evaluate processes for forwarding requests for quotations to the sales team. Identify opportunities to capture sales opportunities during customer care interactions. Collaborate with cross-functional teams (sales, marketing, operations) to implement enhancements to better integrate sales opportunities into the customer care process.
• Reporting and Analysis: Generate regular reports on sales opportunities identified by the customer care team. Analyze trends to identify areas for improvement and develop strategies to maximize sales potential.
• Customer Relationship Management: Foster strong relationships with customers through exceptional service. Encourage the team to build rapport and trust, creating an environment conducive to exploring sales opportunities.
• Internal Controls and Administration: Proven experience in a customer care or sales support role. Knowledge of customer service principles and sales techniques. Strong leadership and interpersonal skills; ability to motivate and manage a team. Effective communication and negotiation skills. Analytical thinking and problem-solving abilities. Proficiency in customer service software, CRM systems, and MS Office Suite. Support internal admin and customer care teams with administrative tasks at peak times.

Skills and Capabilities: Knowledge of manufacturing industry advantageous. Strong people and communication skills with a positive mindset. Ability to work with minimal supervision. Proficient in Microsoft Office Suite. Knowledge of Inspire systems; training can be provided. Right to Work status confirmed for country of application for the duration of employment.

What you can look forward to:

• Competitive salary and benefits including pension, healthcare, life insurance, and wellbeing platforms.
• A fast-paced working environment.
• An excellent working culture and community.
• A structured induction plan with continued learning and development.
• A key role where you can make a direct contribution to our business.

Not exhaustive – your manager may add additional tasks as required to complete the company strategy.

We offer competitive compensation and comprehensive benefits and programs.

Equal Opportunity: We are an equal opportunity employer; all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, pregnancy, age, marital status, disability, status as a protected veteran, or any legally protected status.