Customer Services Coordinator Needed
Location: Hexham, Northumberland
About Us: I am looking for a customer services coordinator, for my client who is a dynamic and customer-focused organisation that values excellence in service delivery.
Responsibilities:
- Develop, document, and adhere to standard operating procedures (SOPs) for all operational and departmental activities.
- Ensure order entry and stock allocation meet agreed parameters and forecasts for all sales orders (SOs) and transfer orders (TOs) for the UK and export markets.
- Prior to allocation, verify that the required stock (quantity, batch, and best-before date) is available in both the NetSuite and 3PL systems.
- Administer all orders in a timely and professional manner across all sales channels.
- Ensure all customer bills are accurately fulfilled and invoiced in a timely fashion.
- Thoroughly check and, if necessary, correct all orders from all areas before sending them to the 3PL providers.
- Interpret purchase orders (POs) to raise sales orders for the required stock, with special attention to agreed best-before dates and customer needs.
- Process sample orders as required.
- For orders requiring shipment organized by the client, obtain and agree on a freight quote with the customer before proceeding.
- For orders requiring specific language back labels, communicate the order deadlines for production to the customer on a quarterly basis and place orders accordingly.
- Manage the relabelling of stock, working closely with customers and 3PL providers to ensure necessary entries are made in the client's systems/NetSuite and that collection availability is clearly communicated to the customer, which may involve regular updates. Maintain and update all relevant stock sheets regarding additional export stickers, and place replenishment orders as needed.
- Provide the necessary bonded warehouse information to the distribution centre for orders to be collected under bond from 3PL providers, and ensure that any transport provider responsible for the shipment of goods provides the information required by UK customs to the 3PL providers (bonded warehouse) in a timely manner.
- Communicate professionally with customers to advise, book collections, and arrange deliveries.
- Book transport, and send customers order details, including weight, so they can book orders with 3PL providers.
- Control export order management being responsible for the slippage volumes for the month working towards a slippage target 1.5% per month, customer contact and communication needs regarding order readiness and shipment for all collections to be completed by day 28.
Essential Skills:
- Numerate, analytical, professional and accurate whilst working at speed.
- Passionate, customer centred, cost conscious, results focused, determined to make a difference.
- Experienced in customer service, stock allocations, billing and invoicing in ERP systems (Netsuite)
- Understands supply chains and how to influence them.
- Able to build strong working relationships internally & cross functionally.
- EDI administration experience
Essential Experience:
- Educated to GCSE or equivalent in Maths & English grade C
- Further Educational qualification in relevant area or significant work-place experience at the required level
- ERP systems user experience & understanding (Salesforce, Netsuite)
- Experienced in sales through telephony and omni-channel environments
- Customer service and brand champion
- Comfortable with outbound contacts and campaigns
- Understands account/client management and know how to develop relationships to build sales
- Can work to a defined contact structure
- Results focused, team player
- Strong written, numerical and documentation skills - attention to detail
Desirable Experience:
- Degree qualification
- Business qualification
- Geographical knowledge
- Account/client management
Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.
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