Customer Service Coordinator

My client is looking for a Customer Service Coordinator based in Lichfield, you will report to the Head of Customer Services and provide world-class customer service support function to Franchisees and customers across all market sectors. You will be required to build and develop strong working relationships with the Franchisees, promoting a collaborative and mutually respectful partnership.

You will be required to understand the franchisee's business objectives and the support they will require at various stages of the company's journey. You will uphold our company values and handle all franchisee queries in a professional, consistent manner and in line with the Operations Manual and Ensure smooth and timely completion of administrative aspects of Franchisee and end-customer working relationships.

This is a Full time, onsite £24-25k, plus company benefits.

Duties of the Customer Service Coordinator: 

Handle incoming calls, emails, WhatsApp, and other social media messages in a professional, friendly manner within given timescales and in-line with company procedures.

Deliver a 1st line resolution to customers’ sales, technical, marketing, and national account queries.

Manage orders through the franchisee order portal, producing all necessary documentation for shipments and handling haulier logistics and queries relating to franchisee orders and deliveries.

Process and distribute all national account portal orders, emailed purchase orders and new launches, ensuring that all orders are delivered to time and quality.  

Handle complaints to resolution using Sage CRM to record all information and track progress.  

Maintain regular and open communication with outbound calls to the franchisee network, gathering quantitative and qualitative feedback on product, service and local success stories and record in Sage CRM. Page 2 Customer Service Coordinator Jan 2023

Liaise with internal departments to resolve operational issues and deliver franchisee feedback to improve internal processes.  

Administer invoices, credit notes and month end processes.  

Maintain the information on the order portals, websites and databases using Word Press, Magento and access database systems.  

Provide up-to-date, market relevant, technical and product information to franchisees, customers, and internal staff.  

Have an in-depth knowledge of company products and procedures to provide effective and efficient all-round business support service to the franchisee network.  

Management of departmental product, technical and specialist knowledge management systems ensuring the capability to give accurate and real time information to all our customers.

Set-up special order requests, raw materials and product concept requests and communicate decisions.

Individual management of allocated projects and tasks.

The Ideal candidate should possess:

Excellent communication and interpersonal skills

Friendly and professional telephone manner

Ability to communicate with people at all levels.

Able to deal with customers in a calm and composed manner.

Learns quickly and can follow procedures and processes.

Can identify and suggest improvements.

Organised and well-planned with excellent time management skills.  

Good IT skills including working knowledge of Microsoft packages with advanced knowledge of Excel.

Please click “APPLY” or call Ruth Flukes on for more information or email