Customer Service Coordinator - Solihull, United Kingdom - Trelleborg Sealing Solutions (TSS)

Trelleborg Sealing Solutions (TSS)
Trelleborg Sealing Solutions (TSS)
Verified Company
Solihull, United Kingdom

1 week ago

Tom O´Connor

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Tom O´Connor

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Description

Summary of the Role:


Reporting to the Customer Services Manager the primary function of this role is to ensure the customer is provided with a first class service at all times.

Developing a comprehensive knowledge of all aspects of customer service including company objectives, guidelines, procedures & workflows, that are so important in our chosen markets.

To work as part of the CSC UK team in contributing towards the achievement of TSS objectives.


Tasks & Responsibilities:


  • First point of contact for customers enquiries / concerns
  • Investigation of Customer complaints or concerns. (Credit & Debits)
  • Receive and respond to customer's quotation requests in an accurate and timely manner. Obtain feedback from customer and update appropriate systems
  • Receive and process customers orders / schedules in an accurate and timely manner according to Order Review process
  • Prioritize the workload to satisfy the customer needs and meet the Company targets
  • Developing a knowledge of company products / part numbering system
  • Ensuring customer specific guidelines and procedures are adhered to at all times, seeking the Customer Service Manager's support, if needed
  • Working alongside the CSC UK Key Account Managers to support, understand and develop the customer
  • Working with the CSC UK Technical team, Finance team, as well as with our Suppliers and SCM team on a daily basis to ensure every Customer's need is dealt with in a proper way.
  • Monitoring and managing customers orders / schedules proactively to ensure parts are supplied on time and right first time
  • To be expected to work in other areas of the customer service department should the demands of the business require them to do so

Education & Experience:


  • Computer literate
  • Level of education: secondary school
  • Relevant Customer Service experience: 1/2 years
  • Excel knowledge: Intermediate
  • Working with Company procedures & Workflows
  • CRM systems knowledge

Competences:


  • Communication
  • Responding to customers needs
  • Business Awareness
  • Commercial Awareness
  • Making effective decisions
  • Learning and Improving
  • Negotiation skills
  • Problem Solving
  • Flexibility
  • Team Work
  • Planning & Organising
  • Attention to detail

Key Interfaces & Stakeholders:


  • Customers
  • CSC UK Customer Services Department members
  • CSC UK Customer Service Manager
  • CSC UK General Manager
  • CSC UK Key Account Managers
  • CSC UK Technical Team
  • TSS Quality Team
  • TSS Finance Team
  • TSS Manufacturing Sites and Third Party Suppliers
  • Supply Chain Management Team

Geography to cover & Travel requirements:

  • Occasional travel within UK to Trelleborg Manufacturing and Customer sites
  • Rare international travel for training and development purposes.

Behavioral Characteristics:


  • Cando approach
  • Ability to analyse the available information and make sound decisions based upon this analysis
  • Ability to work to defined processes and meet the company KPI's
  • Cooperation
  • Responsibility
  • Adaptability and flexibility
  • Customer oriented
- "Change as opportunity" mindset

  • Responsiveness and being able to meet targets and objectives
  • Integrity
  • Able to work as part of a team as well as individually

Optional:

Key Performance Indicators:

  • Quote turnaround
  • Order Processing Times
  • On Time Delivery (VS promised and requested delivery date)
  • Order review Performance
  • Hit Rate % (i.e. Win/Loss Ratio)
  • 5S methodology
**Must be eligible to work in the UK
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