Customer Service Coordinator in Tonyrefail

The Customer Service Coordinator is responsible for overseeing the customer service team and ensuring excellent client service across all interactions. This role manages client relationships, handles escalated inquiries, and drives continuous improvements in customer service processes. The Customer Service Manager collaborates with internal teams to fulfill client orders accurately and on time, ultimately ensuring a high level of customer satisfaction and loyalty.

Key Responsibilities/Accountabilities

• Customer Service Operations: Lead the customer service team in handling client inquiries, processing orders, and providing accurate and timely information. Develop and implement customer service policies and procedures to ensure a consistent and high-quality service experience. Establish and monitor service level standards for response times, order accuracy, and issue resolution.
• Client Relationship Management: Build and maintain strong relationships with key clients to understand their needs and ensure ongoing satisfaction. Serve as a primary point of contact for client escalations, resolving issues quickly and effectively. Conduct regular check-ins with clients to gather feedback, address concerns, and foster long-term loyalty.
• Order Management and Fulfilment: Oversee the order processing workflow, ensuring that client orders are accurately entered, tracked, and fulfilled according to schedule. Coordinate with production, warehousing, and logistics teams to ensure timely and accurate delivery of client orders. Address any order discrepancies or delays proactively, keeping clients informed and minimising disruptions.
• Team Leadership and Development: Recruit, train, and develop a team of customer service representatives, fostering a culture of professionalism and client focus. Set performance goals for the team and provide coaching and feedback to drive continuous improvement. Conduct regular team meetings to review performance metrics, discuss challenges, and align on client service priorities.
• Performance Monitoring and Reporting: Track and report key performance metrics, including response times, client satisfaction, and issue resolution rates. Prepare and present reports on customer service performance to management, highlighting trends, successes, and improvement areas. Use data insights to identify and address gaps in service quality and client satisfaction. Identify areas for process improvement within the customer service function, developing strategies to enhance efficiency and responsiveness. Implement technology solutions, such as CRM systems, to streamline operations and improve service delivery. Foster a culture of continuous improvement, encouraging team members to contribute ideas for enhancing the client experience.
• Client Satisfaction and Retention: Develop and implement strategies to measure and improve client satisfaction, including surveys and feedback programs. Work closely with marketing and sales teams to understand client needs and offer tailored solutions to retain and expand client relationships. Proactively address any service issues that may impact client retention and loyalty.
• Cross-Functional Collaboration: Collaborate with sales, production, and logistics teams to ensure client requirements are clearly communicated and met. Work closely with quality control to address product quality concerns and communicate resolutions to clients. Partner with finance to ensure accurate and timely invoicing and to resolve any billing issues that may arise.

Key Performance Measures (KPIs)

• Client Satisfaction and Retention: Target: Achieve high levels of client satisfaction and retention. Measure: Client satisfaction scores, retention rate, and feedback from client satisfaction surveys.
• Response and Resolution Times: Target: Maintain fast response and resolution times for client inquiries and issues. Measure: Average response time, first-contact resolution rate, and time to resolve escalated issues.
• Order Accuracy and On-Time Fulfilment: Target: Ensure accurate and timely processing of all client orders. Measure: Order accuracy rate, on-time delivery rate, and order fulfilment lead time.
• Team Performance and Development: Target: Build a highly skilled and motivated customer service team. Measure: Team performance metrics, training completion rates, and employee satisfaction scores.
• Service Efficiency and Cost Savings: Target: Improve efficiency within the customer service function while managing costs. Measure: Reduction in average handling time, cost savings achieved, and efficiency of service processes.
• Continuous Improvement Contributions: Target: Implement improvements that enhance client experience and streamline operations. Measure: Number of successful process improvements, technology adoption rate, and positive impact on service KPIs.

PERSON SPECIFICATION

This Person Specification sets out the knowledge and/or qualifications, experience and personal competencies that would be ideal for this post. The Knowledge/Qualifications and Experience sections describe what is required in terms of the technical ability that is needed to do this job successfully. The Personal Attributes section describes the kinds of non-technical skills, abilities, and personal characteristics that the ideal person for this role would have. The behaviours describe how that person would ideally work with other people and how they would approach their responsibilities.

• Qualifications/ Memberships: Educated to A level. Degree or diploma in Business, Economics or similar discipline desirable.
• Experience: Experience in customer service working in a complex organisation. Minimum of 5 years management experience in NPD and/or buying, preferably in the drinks industry, with proven track record in large retailers and brand owners.
• Knowledge/Skills: Local market knowledge including off & on-trade.

PERSONAL ATTRIBUTES

• Meet and where possible exceed the expectations of internal and external customers.
• Makes prompt, clear, fact-based decisions, which may involve tough choices or considered risks.
• Takes initiative, acts with confidence, and works under own direction.
• Passionate around motivating the team.
• Confidently empowers others with a wholehearted commitment to continuous improvement.
• Has an inspiring, positive action-focused attitude.
• Willing to go above and beyond where necessary.
• Listens and consults with others, is receptive and actively checks understanding.
• Promotes strong team spirit of co-operation and shared responsibility.
• Gains clear agreement and commitment from others by persuading, convincing and negotiating.
• Acknowledge others' skill, experience, creativity, and contributions through reward and recognition.
• Make procedural suggestions to encourage progress towards company goals.

Trust, Honesty & Respect

• Upholds the ethics and values of the business demonstrating integrity.
• Maintains transparency.
• Leads by example, not dictates alone.
• Accepts responsibility for their mistakes.
• Trusts and respects others.
• Is consistent in words and actions.
• Fosters a welcoming and accessible team and customer environment celebrating and promoting diversity.