Customer Service Coordinator

at  CDW

Description
Bring your IT career and talents to CDW, where you can have a greater impact, be inspired by our mission and excited about your career and future. A Fortune 200 leader, we’re the driven professionals and technology experts companies turn to most to solve their IT challenges.

JOB SUMMARY

The primary purpose of the Customer Service Coordinator is to review, manage and action pre and post-sale queries for our public sector customers. The Customer Service Coordinator will be responsible for actioning our customers queries to a high standard, working with the wider sales support function and Team Leader to identify and understand any trending behaviour.
The post holder will be responsible for managing the customer returns procedure for all UK Public Sector clients, which includes courier scheduling, return to stock, customer liaison etc. The role may also involve supporting and assisting the wider CDW sales support function with quote generation, pricing queries delivery address updates and amendments and order management.
The position will report to the Sales Support Team Leader for Public Sector, but will have relationships with sales support, sales, credit services SOS and wider operations departments. The role will also involve developing relationships with internal business areas and suppliers as well as supporting Sales with customer interactions where necessary.
An understanding of the sales support function, the quote to order process and have a customer centric attitude are fundamental to the role. You must be a confident communicator at all levels and work well as part of a team, with the ability to provide a high level of customer service. Attention to detail and excellent customer service skills is critical for this role.
To excel in this role and deliver excellent customer service, you need to understand sales support and the quote-to-order process. The post holders must display a customer-focused attitude, be a confident communicator, a team player and have a high attention to detail.

QUALIFICATIONS, SKILLS & EXPERIENCE

• Ability to prioritise your own time and meet strict deadlines and Achieve SLAs
• Strong analytical, and problem-solving skills
• Ability to report, interpret and analyse data
• Understanding the importance of customer service
• Strong verbal and written communication skills - must be a confident communicator at all levels.
• Knowledge of internal tools and systems (Navision, Power Bi, CRM, Microsoft Office suite)
• Consistency and accuracy in data keying with high attention to detail

WHO WE ARE:

CDW is a leading technology solutions provider to business, government, education and healthcare organizations across the globe. Our fingerprints can be found on technology in workplaces of more than 250,000 companies; from fresh-faced start-ups to international conglomerates. With the breadth of products and services we offer, there is no request too big or too small.

• Proactive Management of all customer queries.
• Management of customer returns from customer premises.
• Review and report on customer service trends and work to resolve recurring issues
• Work with the Sales and Sales Support teams to resolve queries.
• Quote generation for our public sector customers
• Order processing for our public sector customers
• Order & Address management for our public sector customers
• Liaise and build relationships with suppliers, vendors and 3rd parties, including the use of portals and tools
• Use of internal tools for customer service and order processing (Microsoft Navision, CRM, Power Bi)
• Have a full understanding of the Escalation process and how to handle customer escalations and complaints
• Respond to and deal with email and phone communication effectively and efficiently
• Ability to take ownership and progress problems to a resolution