Customer Service Co-ordinator
Location
Lancashire | United Kingdom
Job description
Milliken & Company is a global manufacturing leader whose focus on materials science delivers tomorrow’s breakthroughs today. From industry-leading molecules to sustainable innovations, Milliken creates products that enhance people’s lives and deliver solutions for its customers and communities. Drawing on thousands of patents and a portfolio with applications across the textile, flooring, chemical and healthcare businesses, the company harnesses a shared sense of integrity and excellence to positively impact the world for generations. Discover more about Milliken’s curious minds and inspired solutions at Milliken and on Facebook, Instagram, LinkedIn and Twitter.
Primary purpose of the position
The Customer Service Co-ordinator is to act as the initial and primary point of contact for all aspects of service and customer care. Responsible for overseeing a customer order from point of enquiry through to delivery and providing any subsequent support or information required. Working as part of a flexible and dynamic team whose aim is to provide a world class service to all internal and external customers, they will lead by example to ensure a high level of pride, service, reliability, and efficiency is maintained. This role will specifically focus on supporting our partners/dealers and Milliken’s associated Sales Manager(s) in the English-speaking countries of EMEAI, primarily UK, Europe & Scandinavia, with scope for Middle East being a secondary focus for support/holiday cover.
Benefits
-Pension scheme 7% company, 7% employee
-Private Medical Cover – Vitality health
-Hybrid office working
-Flexi time (following policy)
-Holiday Purchase Scheme (up to 5 days)
-Death in service
-Milliken Inspire – reward scheme including long service
-Free car parking
-Subsidised canteen
-Social and Company events
-Casual dress down (following policy)
-Health Drop in sessions
-On site counselling
-Employee referral programme
-Extensive internal/external training opportunities
-Course fees, study leave and professional subscription support
Key responsibilities/Duties
-Ensuring objectives of the Customer Services Department are met in line with business requirements. This includes but is not limited to:
-Developing and maintaining active working relationships with our dealer partners, Milliken Sales Managers
-Entering and managing all types of sales orders (in SAP) through to completion, including order entry, quotations, follow up on purchase orders, confirmation of shipment dates, assisting in tracking and expediting orders through production and shipping, delivery enquiries and tracking of shipments.
-Managing your open orders: overseeing customers’ projects from receipt of order through to the point of delivery/collection, occasionally involving the need to identify special requirements to enable a seamless customer experience. Remaining informed on the current status of customer orders and displaying an accurate status on internal systems/spreadsheets and able provide updates to business where required.
-Entering all customer complaints in SAP and coordinating the resolution of the complaint including examining records (for example invoices, proof of deliveries, purchase orders) to obtain facts about the complaint and liaising with other departments to collate necessary information and bring about a solution.
-Responding to enquiries (telephone or email) in a professional and timely manner and aiming to provide accurate and complete information. If an enquiry cannot be fully addressed at the first point of contact, providing an interim response setting clear expectations of the next steps and delivering on those commitments. Enquiries can include stock checks, lead times, ETA requests, product/technical information etc.
-Managing and resolving conflict when we are unable to meet the customers’ expectations, addressing difficult situations, using the telephone as the initial method of communication.
-Ability to identify issues which could potentially become problematic, offer solutions, and react quickly to emergencies. In the event of escalation, provide Team Leader with viable recommendations to solve problems with estimated financial impact to the organisation.
-Enhancing opportunities for further business growth through excellent service and by proactively welcoming suggestions and seeking feedback
-Proactively assisting the Team/other departments within the Company as and when required. Flexibility with working hours is also required when necessary.
-Keen to participate in projects that add value to company/team/customers
-Po-actively identifying improvements
Key competencies
Knowledge, skills, abilities, experience, qualifications
Essential
-Excellent verbal and written communication at a business level
-Flexible, proactive and collaborative approach
-Strong customer/service focus and relationship building skills
-Time Management, highly organised and proven ability to prioritise, meet deadlines, multitask
-Ability to deal with ambiguity, complexity and make decisions within the scope of the role
-Managing and resolving conflict when we are unable to meet the customers’ expectations
-Keen attention to detail, high levels of accuracy
-Proficient with a range of Microsoft applications, including basic data entry and manipulation of spreadsheets in Excel
-Team Player
Desirable
-Experience working with SAP, or other ERP systems
-Export/international trade experience would be an advantage
-Experience in a Customer Service environment
-Experience providing service in the manufacturing sector
If you would like to join the Milliken team, please attach your CV to your application.
Job tags
Salary
