Customer Service Coordinator

Job Description

Job Description

The role of the Customer Service Co-Ordinator is to assist customers, and other internal departments, Account Managers, with questions, concerns and demands that arise regarding accounts and orders. This position reports to the Customer Service Manager.
Responsibilities

Answer incoming queries from customers, account managers and other internal departments.
Respond to all customer queries in a polite, timely and efficient manner at all times.
Provide strong administrative and customer service support.
Become an “expert” in your customers.
Keep your manager informed of any challenges with your customers/orders etc.
Enter orders into SAP where required.
Analyse the open order book and inform customers and sales teams of any challenges preventing the orders from shipping.
Work closely with the operations teams to ensure paperwork is accurate for each regional specification.
Ensure orders are accurate, and as the customer requested them by reviewing them prior to the shipping window opening.
Visit key customers on a regular basis to review the shipping season and prepare for the next one.
Send regular order book updates to your key customers and sales colleagues.
Check error and order book reports daily to ensure orders are reaching our customers on time.
Facilitate and support cash collection activities, keeping the customer service lead, and sales colleagues in the loop throughout the process.
Build and develop strong working relationships with customers external and internal.
Assist customers with pricing, credits, invoices, and terms.
Promote the reduction of manual processes, by encouraging customers to use self-service tools.
Support our shipping department in acquiring customer bookings when required and keep track of any ongoing bookings to ensure they go out on time.
Investigate initial requests for returned items, negotiate with customer to keep items and correct the situation as needed, complete appropriate RA paperwork in timely manner.
Provide strong support for all sales reps in terms of order book management information, and any associated risks to the orders.
All other duties and special projects as assigned.
Attend any training and development courses.

Knowledge and Experience

Through a minimum of two years of general office experience, you must be able to demonstrate acquired skills and measurable success in each of the following areas:

Good working knowledge of Microsoft Office, in particular, Excel .
SAP experience is desirable, but not essential.
Excellent communication and organizational skills.
Passionate about customer service.
An eye for detail.
Excellent verbal and written communication skills.

Qualifications and Achievements
Personal and Leadership Qualifications
Through experience, you must be able to demonstrate achievement over time in the following areas:
Enthusiastic positive person who embraces work with a sense of urgency and persistence.
Ability to work within a team environment, contributing and sharing best practices, resources, and ideas
An interest in sports and fashion would be highly beneficial.