Customer Service Coordinator

at  BLOUNT SHUTTERS LIMITED

Blount Shutters is a large independent roller shutter and industrial door company, operating for over 40 years. Our head office is based in West Thurrock (Essex) with offices in Bovey Tracey (Devon) and Bolton. We provide our clients with a maintenance and 24hr emergency repair service, nationwide as well as manufacturing all door systems in-house. We are seeking a Customer Service Coordinator to join our service desk in providing dedicated support to nominated customers.
This is on a full-time, permanent basis. Starting salary £25,000.00 + per annum following successful completion of probationary period. (PLUS monthly departmental bonus, half-yearly corporate bonus and reward schemes).

Areas of responsibility:

• To provide dedicated support to nominated customers, including the collation and maintenance of any reports or documents relating to these accounts.
• Raising jobs in Jobwatch system.
• Assist the department in preparation of engineer’s daily workload.
• Issue job information to engineers.
• Make sure jobs are closed down by engineers, appertaining to your accounts, while on site.
• Raise purchase orders to subcontractors.
• Issue jobs to subcontractors.
• Answer incoming calls in a timely manner.
• Processing information uploaded by engineer’s via their tablets.
• Updating asset registers.
• To be aware of all quotations and enquiries and ensure they are followed up in a timely manner, including the booking of jobs, keeping the customer fully informed of progress, dealing and accurately recording all telephone queries and ensuring all information is documented in JobWatch.
• Maintain a high level of communication with nominated accounts, agree preferred frequency and type of reporting and ensure this is adhered to.
• To ensure all customers are offered the Company after sales and maintenance support at all stages and levels within their contract.
• All invoices to be accurately collated within agreed timeframes, ensuring disputes are resolved or communicated to the correct department for investigation and followed up.
• All correspondence (both internal and external) must be accurately recorded and actioned on JobWatch where appropriate. All filing systems must be maintained with the aim of accuracy and ease of retrieval.
• To carry out any other reasonable tasks as requested by your Line Manager or Director, ensuring all specific duties are completed accurately and punctually or within agreed deadlines.
• Collate and check all paperwork for completed jobs and invoice, final inspection and post.
• Run lists of outstanding calls/jobs, general housekeeping in system.
• Bring to the attention of your Line Manager or Director any issues or problems relating to your accounts, if you have been unable to resolve. Key Performance Indicators
• Respond to customer queries within 24 hours of receipt.
• To adhere to and exceed SLA’s as agreed with customer.
• To be aware of level of outstanding enquiries and quotations with no action.
• Ensure quotation conversion rates are above 80%
• No more than five disputes or complaints in any one month for all Key Accounts managed by National Accounts Co-ordinator.

This is a fantastic opportunity, a great starting package, ongoing training and additional benefits to the successful candidate.
Job Types: Full-time, Permanent
Pay: £25,000.00-£35,000.00 per year

Additional pay:

• Bonus scheme

Benefits:

• Canteen
• Employee discount
• On-site parking
• Profit sharing

Schedule:

• 8 hour shift

Education:

• GCSE or equivalent (preferred)

Experience:

• customer service office enviroment: 2 years (required)

Work Location: In person
Reference ID: Customer Service Coordinator - West Thurroc

Please refer the Job description for details