Customer Service Coordinator

Customer Service Coordinator

Working hours:

Monday- Friday covering on a rotary basis in the office from 7am to 6pm. 

7am-3.30pm, 8am-4.30pm, 9am - 5.30pm, 9.30am- 6pm

Weekend work is expected and bank holidays on a rotary basis, roughly 1 in 3 weekends.

Overview: As a Service Delivery Coordinator, you will play a vital role in managing customer service operations for a diverse range of current clients at our Chorley Head Office as well as supporting calls and email queries for a new big client into Banbury. You will be the primary point of contact for our customers, handling a variety of tasks including issue resolution, collection arrangements, credit processing, case management, SLA & KPI management and managing claims for lost packages. This position requires a strong focus on customer service, excellent communication skills, and the ability to coordinate across multiple departments and systems to ensure timely resolution of customer queries and challenges.

Key Responsibilities:

• CRM Management: Use our CRM management system to log, track, and update customer inquiries, ensuring all data is accurately recorded and managed for effective resolution.
• Customer Communication: Manage customer interactions via phone and email, ensuring clear, professional communication and maintaining positive customer relationships.
• Arranging Collections and Raising Credits: Coordinate collections for returns or damaged goods and raise credits as needed to resolve customer concerns regarding invoicing or deliveries.
• Handling Lost Packages: Conduct investigations for lost packages in collaboration with our third-party carriers. Raise claims forms and follow up on the status to ensure prompt resolutions.
• Cross-department Collaboration: Work closely with internal departments (such as logistics, finance, and operations) to resolve issues raised by customers, ensuring timely and accurate solutions.
• Client Knowledge and System Familiarity: Gain in-depth knowledge of up to 19 client accounts, learning their individual processes, preferences, and requirements. Navigate and manage 4 different systems and follow the procedures outlined in the new training matrix to effectively address customer needs.
• Support of new client take on – supporting unblocking issues, liaising with DC operations to resolve issues
• Employee of the month reward!

Desired Skills and Experience:

• Customer Service Experience: Proven experience working within a customer service environment, handling difficult customers and challenging queries.
• Problem-solving Ability: Strong drive and determination to deliver excellent customer service, with evidence of going above and beyond to resolve issues and exceed customer expectations.
• Transport Handling: Experience in transport handling is an advantage, particularly in managing logistical challenges and resolving issues related to delivery or shipment.
• Strong Communication Skills: Confident and professional in communicating with both customers and internal teams. The ability to remain calm and effective under pressure is essential.
• Willingness to Learn: Demonstrated ability to learn new systems and processes quickly and effectively, with a proactive attitude toward acquiring new knowledge and skills.

Attributes:

• Strong problem-solving skills and ability to handle multiple tasks simultaneously.
• High level of attention to detail, ensuring that all customer interactions and records are accurate.
• Ability to work independently and as part of a team to meet goals and objectives.
• A positive, customer-focused attitude with a passion for providing exceptional service.

Place of Work:
This role is based at the TVS Supply Chain Solutions Chorley Head Office. Occasional travel may be required to other sites. 

Current working hours:

Monday- Friday covering on a rota’d basis in the office from 7am to 6pm.  Could be subject to change in line with business needs (as above)  MUST be willing to cover weekend and bank holidays in holidays and sickness

In return for your hard work, we offer excellent career progression opportunities and a professional environment where you can acquire, use, and continue developing your skills.

Your package will include:

Competitive Salary

Pension scheme with up to 6% employer matched contributions

Life assurance

25 days holiday + 8 statutory bank holidays

Holiday buy-back scheme (5 additional days available)

Salary sacrifice car scheme - A cost-effective way to lease a new car via salary sacrifice (subject to meeting minimum earnings eligibility criteria). 

Established hybrid working structure

Enhanced maternity and paternity leave

Employee Assistance Programme supporting wellness with immediate access for you and your family to:

Virtual GP consultations and second opinions

Mental health support and counselling

Online physiotherapy

Access to CONNECTPlus long-term health condition support

Wellbeing and healthy living support

Cycle to work scheme

Professional Membership and Study Sponsorship

Quarterly employee recognition awards

Employee referral scheme with financial reward

Benefits hub with employee retail discount

Discounted eye test vouchers

At TVS SCS we encourage and support our employees to realise their potential. They are empowered to take initiative and achieve high impact results that really make a difference to our business and our customers.  

Security Clearance Requirement

Candidates must be eligible to undergo Baseline Personnel Security Standard (BPSS) clearance. This process includes verification of identity, right to work in the UK, employment history, and a basic criminal records check for unspent convictions. Please note that candidates must have resided in the UK for 3 years to meet BPSS eligibility requirements.

If you require any adjustments to allow you take a full and active part in the selection process, please notify us as part of your application. Please note TVS Supply Chain Solutions is an Equal Opportunities Employer.

TVS have signed the Armed Forces covenant and are a forces friendly employer.

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