Customer Service Coordinator

Brook Street; West Bromwich; On-site; GBP 30,000; Full time

Job description

Location: West Bromwich | Hours: 8:45 AM - 4:30 PM (36.25 hours/week)

Salary: c£30,000 (depending on experience)

We're looking for a dedicated Customer Service Co-ordinator to join our team and play a key role in ensuring smooth and efficient customer operations.

Responsibilities:

1. Manage and coordinate customer orders via email, telephone, and customer portals in line with ISO9001 standards.
2. Proactively monitor and communicate order progress to ensure On Time In Full (OTIF) deliveries.
3. Respond to customer queries and requests promptly and professionally.
4. Work closely with internal teams including Operations, QA/QC, Warehouse, R&D, and Sales to ensure a seamless customer experience.
5. Build and maintain strong relationships with global customers and freight partners.
6. Prepare, calculate, and track accurate quotations in a timely manner.
7. Coordinate and prepare documentation for the domestic and international transport of goods, ensuring full compliance with transport regulations (road, air, and sea).
8. Ensure timely and accurate order completion to meet monthly, quarterly, and yearly targets.
9. Participate in sales and operations meetings, provide customer updates, and circulate meeting minutes.
10. Monitor customer order patterns, analyse trends, and provide accurate forecasting updates.
11. Support administrative duties including filing, scanning, and hosting visitors.

Skills & Qualifications:

1. Strong communication, organisational, time management, and problem-solving skills.
2. Minimum of 2 years' experience in export and shipping operations.
3. In-depth understanding of international shipping regulations.
4. Relevant qualifications in the transport of Dangerous Goods (IMDG, IATA, ADR).
5. Experience using Sage X3 or similar ERP systems.
6. Proficient in Microsoft Word & Excel.
7. GCSEs in Maths and English, plus NVQ Level 2 or higher.

Benefits:

1. Competitive salary (c£30,000 depending on experience)
2. 25 days holiday + all UK bank holidays
3. Free life assurance cover and a generous paid sick scheme (after qualifying period)
4. Access to a stakeholder pension scheme
5. Voluntary employee medical cash benefit plan

Brook Street NMR is acting as an Employment Agency in relation to this vacancy.