Customer Experience Coordinator

Job Title

Customer Experience Coordinator

Location

Process Instrument Solutions Ltd, Unit 6&7, Elm Farm Park, Thurston, Suffolk, IP31 3TB

Employment Type

Permanent (Full or Part Time)

Department: Service & Projects

Reports To: Service & Projects Manager

Company Overview

Company Summary

We're the leading process industry solution provider offering high quality instrumentation alongside exceptional customer service. At Process Instrument Solutions we are as passionate about our brand as we are about helping our clients. Our high standards of service should be mirrored in the way we portray ourselves through our visual identity, vision and all its aspects.

Purpose

To provide full service and specialist process instrument solutions.

Mission

To tailor instrumentation solutions for process applications. Partnering with our loyal customers to improve and optimize process.

Vision

To be the UK’s leading process instrument solution partner, building trust by delivering quality and excellence, ensuring the customer is at the centre of everything we do.

Values

Customer first – Our customer is always our priority.

Quality Always – “That’ll do” has no place in our business.

Communication is key – Information being shared effectively is essential.

Technical excellence – Ongoing team training to perform at the highest level.

Providing value – Support our customers, solve problems and achieve more.

Right Solution – We will always provide the right solution for the application.

Role Overview

The Customer Experience Coordinator is responsible for delivering a high standard of customer service while coordinating the administrative and operational activities that support the end-to-end order fulfilment process.

The role acts as a key point of coordination between customers, internal teams, supplier partners, and third-party contractors, ensuring orders are placed accurately, acknowledged, tracked, and fulfilled in a timely and efficient manner.

The position also supports goods-in and goods-out logistics, stock and inventory control, supplier administration, and the maintenance of accurate business documentation, processes, and policies. The role holder will take ownership of customer queries and complaints, helping to resolve issues promptly and professionally while contributing to continuous improvement in the overall customer experience.

Key Responsibilities

Customer Experience and Service Delivery

Deliver a professional, responsive, and customer-focused service across all customer interactions.

Act as a point of contact for customer enquiries, requests, order updates, and service-related issues.

Manage and resolve customer queries efficiently, ensuring clear communication and appropriate follow-up.

Handle customer complaints professionally, investigating issues, coordinating with relevant stakeholders, and ensuring timely resolution.

Keep customers informed of order progress, delays, changes, and any issues affecting delivery or service.

Build and maintain positive working relationships with customers, colleagues, supplier partners, and third-party contractors.

Identify recurring customer issues and contribute ideas to improve service quality, communication, and operational processes.

Ensure customer requests are recorded, managed, and completed accurately and within agreed timescales.

Order Processing and Supplier Coordination

Raise and place orders with approved supplier partners and third-party contractors in line with business requirements and internal procedures.

Ensure order details are accurate, complete, and authorised where required before submission.

Obtain, record, and monitor order acknowledgements, ensuring suppliers and contractors confirm receipt and acceptance of orders.

Track orders from placement through to fulfilment and delivery, proactively following up on outstanding, delayed, or incomplete orders.

Liaise with suppliers and contractors to obtain updates, resolve discrepancies, and ensure agreed delivery dates are met wherever possible.

Maintain accurate and up-to-date order records, including order confirmations, acknowledgements, delivery information, and supporting correspondence.

Coordinate order-related requests and ensure all associated administrative actions and documentation are completed.

Escalate supplier performance concerns, order discrepancies, and delivery issues to the appropriate manager.

Support effective communication between internal departments and external partners to maintain visibility of order status and minimise disruption.

Logistics: Goods In and Goods Out

Coordinate and support the receipt, checking, recording, and movement of incoming goods.

Assist with the preparation, processing, and dispatch of outgoing goods, ensuring relevant documentation is accurate and complete.

Check deliveries against purchase orders, delivery notes, or other relevant records and report shortages, damages, or discrepancies.

Ensure goods-in and goods-out records are maintained accurately and updated promptly.

Liaise with suppliers, carriers, contractors, and internal teams to resolve delivery and collection issues.

Ensure logistics-related paperwork is completed, retained, and filed in accordance with company procedures.

Maintain a clear audit trail of goods movements and escalate any issues that may affect stock accuracy or customer commitments.

Document Control and Order Administration

Maintain accurate, organised, and accessible records relating to orders, suppliers, contractors, deliveries, and customer requests.

Ensure order-related documentation is completed, checked, submitted, and filed within required timescales.

Manage document requests from internal teams, customers, suppliers, and third-party contractors, ensuring responses and actions are completed promptly.

Coordinate the collection of required supplier information, supporting documents, and approvals.

Monitor outstanding documentation and follow up with relevant parties to ensure completion.

Maintain appropriate document naming, version control, storage, and retrieval practices.

Stock and Inventory Control

Provide administrative and operational support for stock control activities, including stock checks, stock records, and discrepancy investigations.

Maintain inventory records for office consumables, staff refreshments, uniforms, and other business supplies.

Process, Policy and Quality Control

Maintain and control operational process documents, standard operating procedures, policies, templates, and work instructions relevant to the role.

Maintain accurate records, trackers, spreadsheets, systems, and other operational reporting tools.

Monitor outstanding actions and deadlines, ensuring tasks are prioritised and completed within agreed timescales.

Provide administrative support to colleagues and managers on customer experience, procurement, logistics, and stock-related activities.

Handle sensitive business, customer, and supplier information responsibly.

Undertake other reasonable duties consistent with the level and purpose of the role.

Operational Support & Continuous Improvement

Work closely with operations, engineering, logistics, sales, and service teams to support efficient business operations.

Assist in improving administrative processes, logistics coordination, and customer service systems.

Ensure compliance with company procedures, quality requirements, and health & safety standards.

Technical Skills

Basic understanding of process instrumentation and industry automation.

Soft Skills

· Experience in logistics coordination, procurement, customer service, administration, or aftersales support roles.

· Strong organizational, multitasking, and coordination abilities.

· Excellent communication and customer service skills.

· Experience managing shipping documentation, purchase orders, and operational records.

· Basic understanding of project coordination and supply chain activities.

· Proficiency in Microsoft Office, ERP systems, CRM platforms, and document management systems.

· Strong attention to detail and administrative accuracy.

· Experience within industrial, engineering, manufacturing, or technical environments is preferred.

Preferred Skills

Industry recognised qualifications at degree level. Level 4 NVQ or equiv.

Pay: £17,700.00-£29,000.00 per year

Benefits:

• Casual dress
• Company events
• Company pension
• Free parking
• Health & wellbeing programme
• On-site parking
• Sick pay
• Store discount

Work Location: In person