Customer Service Coordinator

JRole Purpose

The Customer Service Coordinator is responsible for delivering exceptional service to customers across international markets, acting as the primary point of contact for customer enquiries, order management and account support across UK sites in this dual role.

The role plays a critical part in ensuring customer requirements are met through effective coordination with Sales, Planning, Production, Quality and Finance teams. Managing customer orders, inventory levels, pricing administration, credit control support and complaint traceability, ensuring high levels of customer satisfaction and operational excellence.

Key Responsibilities

Customer Relationship Management

• Provide customer service support across UK sites
• Act as the key contact for customers across international markets.
• Build and maintain strong customer relationships through professional and proactive communication.
• Respond promptly to customer enquiries, requests and issues.
• Ensure customer expectations are managed and exceeded wherever possible.

Order Management

• Process and manage customer orders accurately and efficiently.
• Create, maintain and update customer master data within company systems.
• Monitor order progress and provide customers with updates on delivery schedules and order status.
• Ensure all customer requirements are accurately communicated internally.

Inventory & Stock Management

• Manage finished goods inventory to support customer demand.
• Monitor stock levels and availability.
• Coordinate stock replenishment activities in line with customer forecasts, agreed stocking policies and minimum stock levels.
• Work closely with Planning and Production teams to ensure continuity of supply.

Planning & Operational Coordination

• Liaise daily with the Planning team to ensure customer priorities and delivery requirements are understood and achieved.
• Support demand planning activities by monitoring customer forecasts and stock requirements.
• Escalate potential supply risks and propose solutions to minimise customer impact.

Pricing & Commercial Administration

• Set and maintain customer pricing, discounts and rebate agreements within company systems.
• Conduct accuracy checks to ensure pricing reflects agreed commercial terms.

Credit Management

• Support credit control activities by monitoring customer accounts.
• Follow-up outstanding invoices and assist in resolving payment queries.
• Maintain accurate records of customer communication relating to account status.
• Work closely with the Finance team to minimise overdue debt.

Complaints Management & Traceability

• Coordinate customer complaints and quality-related enquiries.
• Gather traceability information and supporting documentation.
• Liaise with Quality teams throughout the investigation process.
• Arrange credit notes and customer communications following approved complaint outcomes.

Compliance & Auditing

• Support Product Development and wider business functions with customer and compliance-related requirements.
• Assist in maintaining customer compliance records and documentation.
• Participate in internal, customer and external audits as required.
• Ensure customer records and documentation remain accurate and up to date.

Continuous Improvement

• Identify opportunities to improve customer service processes and efficiencies.
• Support implementation of new systems, procedures and best practices.
• Contribute towards departmental and business performance objectives.

Knowledge, Skills & Experience

Essential

• Previous experience in Customer Service, Sales Administration or Customer Account Management role.
• Experience managing customer orders and administration processes.
• Strong customer relationship management skills.
• Excellent communication skills, both written and verbal.
• Experience working with ERP/MRP systems.
• Strong organisational and planning abilities.
• Good commercial awareness and attention to detail.
• Proficiency in Microsoft Office, particularly Excel.
• Ability to manage multiple priorities within a fast-paced environment.
• Strong problem-solving and decision-making skills.

Desirable

• Experience within a manufacturing, logistics or FMCG environment.
• Experience supporting international customers.
• Knowledge of inventory management and supply chain processes.
• Experience supporting audits and compliance activities.
• Foreign language skills would be advantageous.
• Minimum of 2 years' experience in a customer-facing administrative role.

Personal Attributes

• Customer-focused with a passion for delivering outstanding service.
• Professional, personable and approachable.
• Highly organised with excellent attention to detail.
• Proactive and solutions-driven.
• Able to work independently and as part of a team.
• Strong relationship builder with the ability to communicate at all levels.
• Resilient and able to perform under pressure.
• Positive attitude and commitment to continuous improvement.

Success in the Role

The successful Customer Service Coordinator will ensure customers receive a consistently high standard of service while maintaining accurate order processing, effective stock management, robust communication and strong cross-functional collaboration. They will play a key role in protecting customer relationships, supporting business growth and delivering operational excellence.

Pay: £28,000.00 per year

Benefits:

• Company pension
• Free parking
• Health & wellbeing programme
• Life insurance
• On-site parking
• Referral programme

Experience:

• Customer service: 2 years (required)

Work Location: In person