Customer Service Coordinator

Manpower; Manchester; Hybrid; GBP 24,000; Full time

Job description

An exciting opportunity has arisen to join a world leading global organisation. Our client, a leading, global FMCG company with brands such as PG Tips, Dove, Knorr, Persil & Magnum, are currently looking to recruit a Customer Service Coordinator for their Dukinfield site, working 3 days in the office and 2 working from Home. This is a full-time temporary role for a period of 6 months working a 36.5-hour week to start ASAP. This role is paying up to £23,200 per annum, depending on experience pro rata.

Working hours would be Monday-Thursday 8.30am-5pm and Friday 8.30am-4pm.

JOB PURPOSE

Working in the Customer Service team within Walls Refrigeration Solutions, reporting to the Customer Service and After Sales Manager and also interacting with other Supply Chain and non Supply Chain functions to ensure availability of cabinets to support ice cream sales for the Out of Home Ice Cream Category. This role is responsible for all aspects of input to invoice, sales and aftersales support and ensuring OTIF target is achieved across multiple inputs including telesales, website sales and managed accounts. This role is responsible for effective telephone diagnostics and spare parts ordering, ensuring OTIF target is achieved after Sales. This role includes both customer service, aftersales and call centre work.

KEY RESPONSIBILITIES & ACCOUNTABILITIES

The core responsibility of the role holder is to ensure that the highest standards of customer service are provided; supporting category projects as well as excellent execution of the key responsibilities. The role will comprise of the following:

1. Inbound and outbound call handling in line with KPI's
2. Management of all enquiries and queries both internal and external (email, website, telephone)
3. Order entry management across different customer bases and order streams - Website, Telephone/Managed Accounts, Wholesalers, Unilever CD/Sales, Free on Loan, and so on.
4. Liaise with Finance for Pro Forma payment
5. Booking in of deliveries and service calls as per script and processes
6. Telephone diagnostics to avoid unnecessary service calls
7. Daily management of third party service engineers to ensure compliance with SLA's
8. Warranty change out management from input to invoice
9. Spare Parts order management as per sales and service process
10. Service call invoice management
11. Daily management of third party logistics providers to ensure compliance with SLA's
12. Seeking out sales opportunities in line with company policy
13. Continuous improvement across all areas of customer service and the wider team
14. Maintain strong relationships with OOH CD and the Field Teams
15. Maintain detailed knowledge of the products, services and price levels.
16. Liaise with suppliers to organise inbound deliveries into third part logistics providers

SKILLS, EXPERIENCE & KNOWLEDGE REQUIREMENTS

Experience of working in a call centre environment and inbound/outbound call handling

Excellent telephone manner

Good communication skills both verbal and written

Good organisational skills

Ability to work independently and also as part of a team

IT proficient and ability to adapt to new systems and processes

The following Standards of Leadership are relevant to this role:

• Consumer and Customer Focus
• Accountability and Responsibility
• Bias for Action

Desirable but not essential:

Refrigeration knowledge

Job Info

Job Title: Customer Service Coordinator

Company: Manpower

Location:

Posted: Apr 10th 2025

Closes: May 11th 2025

Sector: Customer Services

Contract: Temporary

Hours: Full Time