Customer Service Coordinator

As a Service Delivery Coordinator, you will play a vital role in managing customer service operations for a diverse range of current clients at our Chorley Head Office as well as supporting calls and email queries for a new big client into Banbury. You will be the primary point of contact for our customers, handling a variety of tasks including issue resolution, collection arrangements, credit processing, case management, SLA & KPI management and managing claims for lost packages. This position requires a strong focus on customer service, excellent communication skills, and the ability to coordinate across multiple departments and systems to ensure timely resolution of customer queries and challenges.

MUST BE WILLING TO MOVE TO A SHIFT PATTERN IN LINE WITH BUSINESS NEEDS IF REQUIRED

Key Responsibilities:

• CRM Management: Use our CRM management system to log, track, and update customer inquiries, ensuring all data is accurately recorded and managed for effective resolution.
• Customer Communication: Manage customer interactions via phone and email, ensuring clear, professional communication and maintaining positive customer relationships.
• Arranging Collections and Raising Credits: Coordinate collections for returns or damaged goods and raise credits as needed to resolve customer concerns regarding invoicing or deliveries.
• Handling Lost Packages: Conduct investigations for lost packages in collaboration with our third-party carriers. Raise claims forms and follow up on the status to ensure prompt resolutions.
• Cross-department Collaboration: Work closely with internal departments (such as logistics, finance, and operations) to resolve issues raised by customers, ensuring timely and accurate solutions.
• Client Knowledge and System Familiarity: Gain in-depth knowledge of up to 19 client accounts, learning their individual processes, preferences, and requirements. Navigate and manage 4 different systems and follow the procedures outlined in the new training matrix to effectively address customer needs.
• Support of new client take on – supporting unblocking issues, liaising with DC operations to resolve issues.

Desired Skills and Experience:

• Customer Service Experience: Proven experience working within a customer service environment, handling difficult customers and challenging queries.
• Problem-solving Ability: Strong drive and determination to deliver excellent customer service, with evidence of going above and beyond to resolve issues and exceed customer expectations.
• Transport Handling: Experience in transport handling is an advantage, particularly in managing logistical challenges and resolving issues related to delivery or shipment.
• Strong Communication Skills: Confident and professional in communicating with both customers and internal teams. The ability to remain calm and effective under pressure is essential.
• Willingness to Learn: Demonstrated ability to learn new systems and processes quickly and effectively, with a proactive attitude toward acquiring new knowledge and skills.

Attributes:

• Strong problem-solving skills and ability to handle multiple tasks simultaneously.
• High level of attention to detail, ensuring that all customer interactions and records are accurate.
• Ability to work independently and as part of a team to meet goals and objectives.
• A positive, customer-focused attitude with a passion for providing exceptional service.

Place of Work: This role is based at the TVS Supply Chain Solutions Chorley Head Office. Occasional travel may be required to other sites.

Shift patterns: IF introduced would include weekend work/bank holidays on a rota’d basis.

Current working hours: Monday- Friday covering on a rota’d basis in the office from 7am to 6pm. Could be subject to change in line with business needs. MUST be willing to cover weekend and bank holidays in holidays and sickness.