REQUIREMENTS

• Track record of success working in a customer facing service and dealing sensitively and effectively with customer issues
• Experience in Exports and working with international customers and freight forwarders is advantageous
• Excellent customer service skills
• Be able to make clear decisions, liaise effectively with other departments, and deliver the best outcome to satisfy customer needs
• Have good planning and organisational skills with an ability to react to operational demands
• High level of accuracy in checking and processing information
• Demonstrate excellent written and verbal communication
• Excellent IT skills
• Able to work on own initiative and as part of a team

AND NOW, LET US TALK ABOUT WHAT WE NEED FROM YOU:

Like every employer, legally, we require to check and confirm that you have the right to work in the UK. If we offer you a job and you accept, there are some checks that we need to complete before you can start with us. In addition to the above, we will also collect satisfactory employment references.

ABOUT THE ROLE:

We are seeking a proactive and dedicated Customer Service Coordinator to join our dynamic customer service team. In this role, you will be based at our Glenbervie site and you will serve as a vital point of contact for our clients, ensuring a seamless and positive experience throughout the order and delivery process. Your exceptional communication skills and attention to detail will help address customer inquiries, resolve issues, and coordinate with internal departments to fulfill customer needs effectively. You will work closely with all internal and external stakeholders to ensure the highest level of customer satisfaction.
If you are passionate about providing excellent customer service and are looking to be part of a forward-thinking company that values quality and innovation, we would love to hear from you!

RESPONSIBILITIES

The Customer Service Co-ordinator will ensure all orders are entered accurately and processed in a timely manner to meet the customer’s requirements, working with the relevant stakeholders to continually improve service level.

MAIN DUTIES INCLUDE:

• To provide an effective first point of contact with both UK and International customers, dealing with any queries or complaints in a professional and timely manner and in accordance with Macphie processes and values.
• Take joint responsibility for orders, ensuring details are entered accurately. This includes resolving any associated issues professionally and efficiently, to minimise any disruption to customers and the business.
• Actively develop effective working relationships with all key stakeholders across the commercial chain, in particular customers and the Macphie supply chain.
• Using an understanding of our capabilities and our customers’ requirements, resolve any logistical and stock control issues in an effective and timely manner.
• In addition to the duties and responsibilities listed, the job holder is required to perform other duties assigned by the Customer Service Manager.
• At all times ensure that Health and Safety requirements are met in your area of responsibility in accordance with Company Health and Safety policy, procedures, practices and legislation
• The co-ordinator will also take ownership of any Customer Support initiatives as detailed by the Customer Services Manager and work with relevant stakeholders to effectively manage Non-Conforming Stock to maximise profitability for the company.