Customer Service Coordinator (FTC)

DS Smith Plc; United Kingdom; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading sustainable packaging company in the UK is seeking a dedicated individual for a customer service role. Responsibilities include managing customer enquiries and orders, ensuring exceptional service delivery, and collaborating with internal teams. The ideal candidate should have strong communication skills, attention to detail, and experience in customer service. This position is a fixed-term contract covering maternity leave.

Qualifications

• Ability to apply core values: Caring, Challenging, Trusted, Responsive, Tenacious.
• Experience in a fast-paced customer service role.
• Exposure to a Manufacturing environment is desirable.

Responsibilities

• Handle day-to-day customer enquiries and manage orders through the supply chain.
• Build rapport with customers and manage customer expectations.
• Process new and repeat customer orders within defined lead dates.
• Co-ordinate artwork preparation and seek artwork approval.
• Acknowledge customer complaints and discuss solutions.

Skills

Proficient in Microsoft Office

Meticulous attention to detail

Exceptional customer service

Excellent written communication

Excellent verbal communication

Integrated Business Systems

Education

A level standard or equivalent experience

Job description

Primary internal point of contact for a defined customer base, working with and supporting internal and external teams to achieve business objectives and service goals. Key tasks include handling day-to-day customer enquiries, management of orders through the supply chain, artwork co-ordination and tooling ordering, tooling origination recovery, liaising with other departments/suppliers to meet customer requirements, inventory/stock management and associated forecast analysis, complaint reporting and pro-active resolutions to challenging situations. The focus is to deliver world-class customer service in a fast-paced environment to delight customers and grow our business.This is a fixed term contract (FTC) to cover maternity leave with a start date as soon as possible to allow for a robust handover.**Health & Safety**To be accountable for own health and safety whilst at work, operating in line with company procedures to enable a safe working environment. To raise any unsafe acts seen immediately with individual(s) concerned and immediate reporting of health and safety incidents to management.**Customer Focus**Build and maintain an excellent rapport with customers, gaining insight to their business. Keeping them informed of the status of their orders or answer any other queries that may rise at either the company’s or customer’s directive. To ensure a professional line is always presented, managing customer expectations as appropriate in line with the business priorities.Create strong relations with the Account Manager by sharing internal and external information and acting as the main liaison for other areas of the business to provide a united service to customers.**Order Management**Process new and repeat customer orders within defined lead dates and agreed customer service level agreements. To up-sell at appropriate opportunities to encourage further business. Understanding of customer’s product portfolio.Analyse customer forecasts and forward plan stock replenishment orders to meet pending demand in line with defined lead dates and agreed customer service level agreements. Daily review of replenishment orders to balance stock holding levels against customer delivery call-offs. Pro-actively manage stock in the warehouse through daily review and customer liaison.**Quotation Management**Pricing of new customer enquiries, re-costing of existing specifications for changes in quantity and/or delivery location, quotation follow-up to determine success rate, maintenance of price schedules.**Artwork & Tooling Origination**Co-ordinate artwork preparation in liaison with external artwork suppliers. Seek prompt artwork approval and order tooling to meet production timelines. Recover origination spend through proactive customer invoicing. Inventory Management.**Complaint Management**Acknowledge customer complaints and report dissatisfaction/failures in line with procedures. Discuss solutions with customers and follow through those actions to ensure customer is satisfied and where appropriate, complaint resolved.**Continuous Improvement**Work with the team and other colleagues within the company to improve both team and cross-departmental relations, flexibility and efficiency in our service offerings. To continually challenge and develop our process flows and methods of operating to deliver upon our customer excellence program.**Account Management**Ensure all documentation and records (such as price lists, customer records and account notes) relating to each customer account are accurate and reflective of current working practices.To keep the department manager up to date with account progress, product and range development, and highlight any problems or issues with any area of customer services to ensure we continue to delight customers.**Qualities/attributes**1. Ability to demonstrate how our core values will be applied in the workplace: Caring, Challenging, Trusted, Responsive and Tenacious.**Skills**1. Proficient in Microsoft Office and Excel.2. Meticulous attention to detail.3. A passion for delivering exceptional customer service.4. Excellent written and verbal communication skills.5. Ability to effectively manage your workload.6. Working with Integrated Business Systems.**Experience**1. Exposure to a Manufacturing environment is desirable.2. Experience in a fast-paced customer service role.**Qualifications**1. Educated to A level standard or equivalent experience.We are DS Smith, together with International Paper, we are a global leader in sustainable packaging solutions and other fibre-based products.We believe a better, more sustainable tomorrow is possible with the right people, who challenge and support one another to enact positive change. We employ more than 60,000 colleagues in North America and Europe, Middle East and Africa (EMEA), who are experts in innovation,manufacturing, design, sales, sustainability, supply chain, and much more. Together with our customers, we make the world safer and more productive, one sustainable packaging solution at a time. Become part of a world-leading organisation and do your best work with us!