Customer Service Co-ordinator, Coventry (Central)

Salary £25,000 per annum

(Hybrid working - 3/2)

The Customer Service Coordinator is responsible for handling and following up on sales inquiries, managing stock allocations, and assisting with order processing. This includes contacting customers via phone and email, as well as creating, modifying, and cancelling purchase orders received either directly from customers or through the relevant EDI system. The role is crucial to ensuring that customers receive their orders on time, in full, and at the correct price. Additionally, the position involves coordinating with third-party logistics providers (DHL) and logistics partners, ensuring that the necessary paperwork is provided to receive deliveries and schedule bookings at the warehouse. The role also includes liaising with third-party manufacturers to arrange collections or deliveries of products to the UK and Ireland. A key responsibility is responding to emails and phone calls from both internal and external customers, providing the requested information, resolving order and price issues, and processing returns.

Respond to and follow up on sales inquiries using appropriate methods in collaboration with the sales team.

Manage product/service pricing and margins in line with established targets.

Utilise CRM systems and other internal platforms to plan, analyse, report, and manage sales activities, ensuring timely updates to internal records.

Monitor market and competitor activities, providing management with relevant reports and insights.

Participate in internal meetings with various company departments to support business development and perform job functions effectively.

Process orders by entering, modifying, and cancelling purchase orders, including saving PDF copies.

Assist the Customer Service Specialist by coordinating with third-party logistics (DHL) or the parent company regarding stock arrivals in the UK, ensuring proper documentation and arranging bookings.

Oversee the smooth transfer of inventory from arrival in the UK to the logistics partner.

Collaborate with the Supply Chain Analyst to ensure timely stock deliveries, working with the Global Supply Chain Team.

Work with partners to manage import and customs clearance, delivery scheduling, and sample bookings.

Maintain day-to-day communication with the operational team at the logistics partner.

Respond to customer inquiries via email and phone, providing up-to-date information.

Collaborate with the warehouse team to resolve customer issues or access the online portal for relevant information.

Drive continuous improvement by reviewing processes and implementing initiatives to enhance operational performance.

Work closely with the Sales Team to provide necessary support.

Skills required:

Previous Customer Services or Administration experience

Good MS Office skills

Preference given to those with a background in Operations or Supply Chain Management

Excellent written and verbal communication skills

Strong attention to detail