Customer Care Co-ordinator

Manthorpe Building Products is a leading designer, manufacturer and supplier of plastic injection moulded, vacuum formed and extruded products for the building industry. Part of the Genuit Group, we combine long-term stability with a culture built on teamwork, accountability and continuous improvement. We encourage fresh ideas, invest in development and are committed to creating a safe, inclusive and supportive workplace where everyone feels like they belong.

About the Role

To deliver a world-class customer experience with the goal of achieving 100% customer satisfaction. The role is responsible for ensuring all logistics requirements are fulfilled accurately, on time and in full, while maintaining timely completion of all associated documentation. The post holder will operate in full compliance with company policies, corporate standards and relevant legislative requirements.

Key Responsibilities:

• Customer Service & Order Processing
  • Handle customer enquiries via telephone and email, providing a professional and timely response.
  • Process sales orders accurately and within agreed business KPI targets.
  • Ensure all required information is obtained for order processing, liaising with customers where details are incomplete.
  • Maintain accurate and up-to-date customer records within the CRM system.
• Customer Relationship Management
  • Build and maintain positive relationships with customers.
  • Investigate and resolve customer complaints and queries promptly and professionally, in line with KPI requirements.
  • Identify opportunities to upsell additional products and services.
  • Identify customers who would benefit from visits from the external sales team and provide relevant details for follow-up.
• Sales Support & Administration
  • Support the external sales team by providing CRM information, administration, and ad-hoc assistance as required.
  • Liaise effectively with internal departments including Technical, Commercial, Finance, and Operations to support customer service activities.
• Financial Administration
  • Investigate customer invoice queries and process credit notes where appropriate.
• Performance & Continuous Improvement
  • Demonstrate excellent time management and attendance to meet business requirements.
  • Contribute to continuous improvement initiatives, identifying opportunities to reduce waste, improve efficiency, enhance safety, and increase engagement.
• Compliance
  • Comply with all company policies and statutory requirements relating to Quality, Health & Safety, Environmental standards, and other business procedures.

About You

To be successful in this role, you will have:

• Previous experience within a commercial administration, customer service, or sales support environment.
• Excellent verbal and written communication skills, with the ability to communicate effectively with customers and colleagues at all levels.
• Strong interpersonal skills and the ability to build and maintain positive working relationships.
• Ability to work independently, manage competing priorities, and meet deadlines through effective time management.
• Proficient in Microsoft Office applications, including Excel, Outlook, and Word.
• Strong attention to detail and accuracy when processing information and maintaining records.
• Customer-focused approach with the ability to investigate and resolve issues in a professional and timely manner.
• Demonstrates problem-solving, critical thinking, and analytical skills, with a willingness to develop these further through practical tasks and projects.
• Able to work collaboratively across departments to achieve business objectives.
• Proactive approach to identifying opportunities for improvement and driving efficiencies.
• Committed to delivering high standards of customer service and achieving performance targets.
• Flexible and adaptable, with a willingness to undertake other duties appropriate to the role and level of competence.
• Strong commitment to continuous improvement, sustainability, and safe working practices.
• Reliable, professional, and able to demonstrate excellent attendance and timekeeping.

What We Offer

• Competitive salary within the market
• Contributory pension scheme - matched up to 8%
• Life assurance
• Enhanced Maternity & Paternity pay
• Save as you earn Sharesave Scheme
• Cycle to work scheme
• Free flu vouchers
• Various health & wellbeing initiatives including complimentary occupational health, physiotherapy and counselling services.

Here at the Genuit Group we recognise and develop the contribution our people make to the Group’s success and are committed to attracting talent from the widest pool. We have a role to play in making the built environment more sustainable, building a low carbon business ourselves as well as delivering sustainable solutions at scale.