Customer Service Coordinator

Location: Norton Canes

Rate: £ 24,000 p/a

JOB TITLE: ROW Customer Services Co-ordinator

REPORTS TO: Head of Customer Services

DEPARTMENT: Customer Services
SUBORDINATES: None
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Purpose: To provide an effective external and internal communication, relationship and administration support service to export Franchisees and all other customer groups.

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Nature and Scope: The Customer Services Co-ordinator provides support to Franchisees and other export customers. Responsibilities include managing all incoming orders from export markets, associated documentation and liaising with internal departments, transportation and shipping companies. You will be the first point of contact for inbound telephone calls and emails in relation to complaints, technical and product queries.

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Duties and responsibilities:

Customer Service

· Answer incoming calls and emails from franchisees and export customers in a professional, friendly manner within given timescales and in line with company procedures

· Handle all orders through the order portal, and liaise with their hauliers and complete all associated documentation

· Provide order entry support to all export markets and the creation of order acknowledgements, proformas, picking lists, delivery notes and relevant export paperwork

· Processing of invoices from Broekman and pass to Purchase Ledger

· Complete invoicing, credit notes, requisitions and month end procedures

· Processing of goods returns notes for UK and ROW (GRNS), including raising of import clearance and follow process for the return of IBCs/Pallets and check invoices from freight company and sign off to Purchase Ledger

· Handle queries and complaints effectively, efficiently, and confidentially following company policies and procedures to reach a mutually satisfactory outcome, escalating where necessary.

· Record all customer queries on Sage CRM system

· Provide up-to-date, market relevant technical and product information to franchisees, customers, and internal staff where necessary

· Have an in-depth knowledge of company products and procedures to provide effective and efficient all-round business support to the franchisee network

· Raise technical questions and liaise with technical team ensuring the capability to provide accurate and real time information to all customers

· Provide franchisee and customer product feedback to relevant departments where required.

· Set up special order requests, raw materials and concept requests and communicate the decision where appropriate.

· Individual management of allocated projects/task ownership.

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Jobholders may be required to perform duties other than those detailed in this job description

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There is an immediate start available on this position, and it is a long term role.


You can contact our team on 0800 005 1455, text/WhatsApp 07715 641920, Facebook.com/redrcuk or visit our website www.redrc.co.uk and the team will be delighted to assist.


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