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For Companies At a Glance
- Tasks: Support customers by handling calls and managing orders with precision.
- Company: Leading manufacturer of decorative surfaces, part of Wilsonart Engineered Surfaces.
- Benefits: Enhanced pension, wellbeing programme, 25 days leave, and company discounts.
- Other info: Opportunity for growth in a supportive environment with a focus on teamwork.
- Why this job: Join a dynamic team and ensure customers have a fantastic experience.
- Qualifications: 3 years in customer service, strong communication, and IT skills required.
The predicted salary is between 25000 - 30000 £ per year.
About Us
We’re the UK’s leading manufacturer of decorative surfaces and laminate worktops, producing more than 100,000 units each month. Based in Shildon, County Durham, we have operated since the early nineties and are part of Wilsonart Engineered Surfaces. Our mission is to create surfaces people love, backed by service that customers can rely on.
About The Role
We have an exciting opportunity within our Call Handling Customer Service Team at our County Durham site.
Purpose of the Role
You will work closely with account managers to provide professional support to customers, acting as the day‑to‑day contact for orders, active sales, promotions, and samples. Your goal is to ensure every customer has a positive experience by responding quickly and accurately to their needs.
Key Responsibilities
- Handle inbound calls and manage email queries from customers and end users.
- Process and validate customer orders, ensuring accuracy and timely acknowledgement within 24 hours.
- Advise customers on potential delays and provide accurate delivery information.
- Collaborate with planning teams to ensure order intake aligns with production capacity.
- Manage B2C and B2B order processes, including arranging delivery and collection dates.
- Provide weekly reports and administrative support to customers.
- Support service level improvements and systems development.
Essential Skills & Experience
- Minimum 3 years’ experience in call handling and order processing within a customer service environment.
- Proven experience in high‑volume call handling.
- Strong data entry and administration skills.
- IT literate with excellent Microsoft Excel skills (including advanced functions).
- Strong planning and organisational abilities.
- Excellent communication skills, both verbal and written.
- Ability to resolve queries professionally and efficiently.
Desirable Qualifications
- Knowledge of SAP, EPICOR.
- Customer service experience within a manufacturing organisation.
Qualifications
- 2 years of customer service experience minimum.
- Good level of education.
- Highly computer literate with experience using Microsoft software and ERP systems.
Benefits
- Enhanced Pension.
- Employee Assistance & Wellbeing Programme.
- Death in Service Benefit.
- Income Protection Benefit.
- 25 days annual leave + Bank holidays.
- Free onsite parking.
- Company Purchase Discount Scheme.
Customer Service Co-Ordinator in Shildon employer: Resopal GmbH
Contact Detail:
Resopal GmbH Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Co-Ordinator in Shildon
✨Tip Number 1
Get to know the company! Research their products and values so you can show genuine interest during your interview. This will help us see that you're not just looking for any job, but that you really want to be part of our team.
✨Tip Number 2
Practice your call handling skills! Since this role involves managing inbound calls, try role-playing with a friend or family member. This will help you feel more confident and prepared to handle customer queries like a pro.
✨Tip Number 3
Show off your organisational skills! Be ready to discuss how you manage multiple tasks and prioritise effectively. We love candidates who can juggle responsibilities while keeping everything running smoothly.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows us that you’re serious about joining our team and are willing to take that extra step.
We think you need these skills to ace Customer Service Co-Ordinator in Shildon
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in call handling and order processing. We want to see how your skills match up with what we’re looking for, so don’t be shy about showcasing your relevant achievements!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re passionate about customer service and how you can contribute to our mission of creating surfaces people love. Keep it friendly and professional!
Show Off Your IT Skills: Since we’re all about efficiency, make sure to mention your proficiency with Microsoft Excel and any ERP systems you’ve used. If you’ve got experience with SAP or EPICOR, definitely highlight that!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at Resopal GmbH
✨Know the Company Inside Out
Before your interview, take some time to research the company’s history, values, and products. Understanding their mission to create surfaces people love will help you align your answers with their goals and show that you're genuinely interested in being part of their team.
✨Showcase Your Customer Service Skills
Since the role is all about customer service, prepare specific examples from your past experiences where you handled calls or processed orders efficiently. Highlight how you resolved issues and ensured customer satisfaction, as this will demonstrate your capability to excel in the position.
✨Brush Up on Technical Skills
Make sure you're comfortable with Microsoft Excel and any ERP systems mentioned in the job description, like SAP or EPICOR. You might be asked to demonstrate your skills, so consider doing a quick refresher on advanced functions and data entry techniques to impress your interviewers.
✨Prepare Questions for Them
Interviews are a two-way street! Prepare thoughtful questions about the team dynamics, the challenges they face in customer service, or how they measure success in this role. This shows that you’re not just looking for any job, but that you’re keen on contributing positively to their customer service team.