Customer Service Coordinator. Job in Clevedon LilyLifestyle Jobs

The Customer Services Office Administrator will report directly to the Customer Service Manager and will work closely with all departments across the business to support the successful delivery of customer orders and outstanding customer service.

Role Overview

The Customer Services Office Administrator is responsible for coordinating customer orders from receipt through to delivery, ensuring all customer requirements are met accurately, efficiently, and within agreed timescales. The role involves supporting sales order processing, customer communication, delivery coordination, and administrative activities to help drive operational efficiency and customer satisfaction. The successful candidate will play a key role in supporting the continued success of the business while promoting the Employee Ownership culture and Core Values.

Employee Ownership Expectations

• Take responsibility for delivering an excellent customer experience and contributing to business success
• Work collaboratively as part of a team, embracing the Core Values
• Support continuous improvement and personal development opportunities
• Help create a positive and supportive working environment
• Promote and actively support Employee Ownership across the business

Key Responsibilities

Sales Administration

• Create and process Sales Orders accurately in line with customer purchase order requirements
• Ensure customer details and order information are correctly entered into company systems
• Complete satisfactory credit checks where required
• Create part records for new products, including associated Bills of Materials (BOMs)
• Generate Works Orders for manufactured components and products
• Acknowledge customer orders promptly and professionally
• Respond to customer enquiries and requests in a timely manner
• Maintain accurate sales and customer records

Delivery Coordination

• Liaise with internal departments and customers to coordinate the delivery of customer orders
• Arrange transportation and logistics in line with customer requirements
• Identify and manage any special delivery or shipping requirements
• Generate dispatch notes and associated shipping documentation
• Ensure consignments comply with Health & Safety, environmental, and legal requirements, including ADR, Dangerous Goods Notes (DGN), export documentation, and related compliance procedures
• Provide customers with manuals, drawings, test certificates, and other relevant documentation following dispatch
• Keep customers informed of delivery schedules, delays, and updates
• Respond promptly to customer delivery queries

Purchasing & Office Support

• Provide basic purchasing and administrative support during periods of absence or increased workload, including:
• Raising purchase orders
• Supporting day-to-day purchasing activities
• Carrying out general office administration duties
• Assisting with filing, record keeping, and document control

General Responsibilities

• Maintain records of customer requirement changes and updates
• Adhere to company quality procedures and standards at all times
• Comply with all Health & Safety, environmental, and legal requirements
• Maintain a safe, clean, and organised working environment
• Undertake additional reasonable duties as requested by management

Key Performance Indicators (KPIs)

• Percentage of customer orders dispatched on time
• Accuracy of order processing and documentation
• Customer response and resolution times
• Customer satisfaction and service levels

Relevant Quality Standards

• QAP2.1
• QAP2.2
• QAP2.8
• QAP4.1

Qualifications & Knowledge

• GCSEs (or equivalent) in English and Maths
• Previous experience within a customer service, sales administration, or office administration role
• Good geographical knowledge and understanding of delivery logistics
• Understanding of sales order processing and customer service principles
• Knowledge of export, shipping, or compliance documentation would be advantageous

Skills & Experience

• Strong administrative and organisational skills
• Excellent verbal and written communication skills
• High level of attention to detail and accuracy
• Ability to prioritise workload and manage multiple tasks effectively
• Good IT skills, including Microsoft Office packages
• Ability to work collaboratively across departments
• Proactive and customer-focused approach

Personal Attributes & Behaviours

• Professional and customer-focused attitude
• Excellent communicator with strong interpersonal skills
• Highly organised with strong attention to detail
• Flexible, reliable, and adaptable
• Positive team player with a collaborative approach
• Ability to use initiative and solve problems effectively
• Committed to continuous improvement and personal development