Customer Service Coordinator

The Role: Do you have experience of assisting with the planning, coordination and execution of customer programs? Managing quotations, orders and enquiries? Do you have a proven track record of developing customer relationships and providing support? If so, our Beaufort Servicing Division in Plymouth (AMS) has the perfect role for you. The Customer Service Coordinator plays a crucial role in supporting customers throughout the journey of their orders as well as communicating customer insight to both the Operational and Sales teams. The Customer Service family is dedicated to delivering excellence in all safety servicing activity for the full range of AMS safety solutions, through the relentless pursuit of improvement to process, systems, data, standardisation of work and continuous improvement practices.

Job Summary: This role receives, processes and plans the delivery of customer orders, using knowledge of product and technician availability, and the technical requirements for service delivery across a range of AMS safety solutions. It plans and coordinates technician time, parts and other physical resources effectively and according to standard service delivery processes. It provides customers with timely information on progress and ensures accurate and timely billing of all works carried out.

Key responsibilities for the Customer Service Coordinator role include but are not limited to:

• Records and processes customer orders, including custom and special orders that may require additional resources for delivery; tracks delivery of servicing activity, ensuring appropriate authorisations for additional work and accurate billing.
• Makes calls (by telephone or other channel) to allocated customers to develop new and deepen existing relationships. Acts as a key point of contact for resolving customer queries / complaints about work in progress.
• Quotes for local business as needed, ensuring standard pricing and terms are applied in each case.
• Issues certificates promptly and ensures all associated systems are updated accurately, to support proactive notifications for next year’s servicing business.
• Responds to and resolves complex or advanced issue escalations promptly and appropriately, securing managerial approvals as required; works with Finance colleagues to address any credit or billing issues swiftly to enable on time collection of funds.
• Provides exceptional service to customers to encourage continued use of the company’s products and services.
• Develops knowledge and understanding of company policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtains authorisation from a supervisor or manager for any exceptions from mandatory procedure.
• Communicates the service delivery plan effectively, ensuring that the plan reflects the resources available (both people and supplies). Actively seeks opportunity to drive controlled continuous improvement of the planning process.
• Works with stores colleagues or monitors stock levels directly to ensure all scheduled work can be delivered; assists in stock take activity.
• Represents the company professionally during customer interactions and uses extensive product knowledge to understand and answer technical questions regarding service requirements.
• Follows Health, Safety and Environment policies, procedures and mandatory instructions; identifies and mitigates risks to safeguard the environment and the wellbeing of self and others.
• Develops own capabilities through participating in assessment and development planning activities as well as formal and informal training and coaching. Develops and maintains an understanding of relevant technology, external regulation and industry best practices.

Skills:

• Holds self and others accountable to meet commitments.
• Builds strong customer relationships and delivers customer-centric solutions.
• Develops and delivers communications that convey a clear understanding of the unique needs of different audiences.
• Takes on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.
• Makes good and timely decisions that keep the organization moving forward.
• Plans and prioritises work to meet commitments aligned with company goals.
• Consistently achieves results, even under tough circumstances.
• Knows the most effective and efficient processes to get things done, with a focus on continuous improvement.
• Rebounds from setbacks and adversity when facing difficult situations.
• Relates openly and comfortably with diverse groups of people.
• Works collaboratively with others to meet shared objectives.

Experience and qualification: Educated to A-level or Further Education College equivalent level; 1-3 years of experience of delivering high quality work unsupervised.

You will have the opportunity to develop in your role and feel proud of the work you do. Working here is fast paced but incredibly rewarding. This is not just another job; this is your career.

Why You Should Work for Us:

• 33 days holiday entitlement (including bank holidays)
• Additional day off to celebrate your birthday
• Company Anniversary Holiday Benefit
• Excellent enhanced maternity & paternity package
• Cyle to Work Scheme
• Life Assurance
• Training & Professional Development
• Employee Assistance Programme
• Workplace Reward & Recognition scheme

Survitec is an equal opportunities employer. Our diverse global workforce protects lives, every single day. We are committed to cultivating an inclusive culture where our people feel valued, appreciated, and free to be who they are at work.