| Description: | For: Customer Support Coordinator - 12 months
Meyer Scott Ref: VR/01781
Customer Support Coordinator 12 months - £17,000 pa
Functionally Reports to the Customer Support Team Manager
Operationally takes business direction from the Customer Support Team Manager, in accordance with Channel and Functional requirements
The contribution of the role to achieving the overall business objective. Span of impact.
The Customer Support Coordinator is a primary contact for our customers, with responsibility for inputting and managing all customer orders onto the AX system, and communicating delivery expectations. A key requirement is to provide a customer focused and professional interface between Operations, Logistics and the Commercial teams.
The key responsibilities and key accountabilities of role.
To Establish and maintain effective and long term working relationships with customers and prospects and to provide prompt and efficient response to all enquiries
To process customer enquiries, orders and change requests accurately and efficiently as per company working procedures
To proactively manage order requirements, anticipating and resolving potential issues
To conduct regular customer satisfaction surveys to gain feedback and continually drive performance
To liaise with Operations (including 3rd party co-product and feed suppliers), Logistics and Commercial staff to ensure that customers requirements are fulfilled at the lowest best possible cost to serve. Any deviations should be mitigated and clearly communicated to all impacted parties.
To ensure effective communication with customer, operations, distribution and commercial teams
To maintain the companys AX database and keep customer details up to date where applicable
To provide product sales campaign support
To handle complaints in accordance with company procedures and implement preventative actions
Be proficient in the use of identified computer applications and company systems
As appropriate, ensure reports and documents are stored promptly in a safe and retrievable manner
To carry out general administration/office duties, and produce routine and ad hoc reports as required
To attend training courses, meetings, farm visits, shows and promotional events as required.
To provide cover and always volunteer to assist team members to share workload
To assist with new starter inductions and provide cross-training, offering on-going guidance and support
To maintain accurate customer records, procedures and instructions
What are the challenges of the relationships, communication strategies required, etc
Develop strong working relationships with external customers (including 3rd party co-product and feed suppliers), building a strong understanding of their business to enable a win-win situation with our business
Build strong internal relationships with key internal customers within the Commercial and Operational teams, with a clear focus on achieving business and departmental performance targets
Work collaboratively with cross functional groups to achieve customer support standards and business results
Depth, breath of knowledge application, ability to innovate, complexity of tasks, budgetary responsibility.
To provide support to both our internal and external customers, pro-actively managing customer orders and communicate effectively to all stakeholders
Consider number of years experience, any formal qualifications genuinely necessary or any key areas of knowledge.
Experience of working in a fast paced customer support environment, with an ability to very accurately manage a high order and call volume
Have a flexible approach to teamwork; being able to think on your own, yet care about the broader team, providing cover and sharing workload
Possess excellent communication skills: verbal, written and listening
Good administrative and organisational abilities, with the ability to work under pressure, prioritise and deal with several issues at once
Be numerate, accurate and demonstrate attention to detail
Knowledge of the agricultural industry and/or manufacturing industry
Consider which of our Guiding Principles are particularly relevant and also any role specific behaviours.
Shows a real passion for customers and learning about our industry, product and service offering
Ability to talk knowledgeably about customers and their needs
Actively seeks out clarification about customer expectations and can use creative abilities to provide solutions
Shows empathy and understanding when faced with difficult/demanding customers
Builds rapport with the customer
Act in a responsive and decisive manner, displaying a strong sense of urgency
Ability to prioritise tasks effectively
Adopts a proactive approach to solve problems before they escalate
Ability to make good decisions with information available
Is motivated to meet or surpass agreed targets
Sets challenging goals for self and encourages those around them
Perseveres until the task is completed
Prepared to take responsibility and use initiative to resolve any issues quickly and efficiently
Carries out tasks with energy and enthusiasm
Remains professional when representing the company, as required, at briefings, shows, farms, open days etc.
Encourages honest and open discussion
Demonstrates a positive attitude
Always ensures a strong team spirit is maintained
Actively shares knowledge and experience within the team to the benefit of our customers
Ensures that as a team the workload is shared equally and completed on time
- Required to visit customers and operational facilities to build strong customer and working relationships
- Flexibility with regards to working hours to meet business needs
|
