Customer Support & Operations Coordinator

This is a varied role combining customer service and support, installation team support, accounts administration and general office support. You will provide administrative and coordination support to our Installation Team, helping to ensure installation projects across the United States are organised and delivered efficiently through our network of distributors. You will also provide a high level of customer service and support throughout the customer journey, while supporting the day-to-day administrative and financial operations of the business.

The successful candidate will be an excellent communicator with strong organisational skills, attention to detail and the ability to manage multiple priorities. You will work closely with customers, distributors, suppliers, contractors, the Installation Team and internal departments to ensure projects and business operations run smoothly and customers receive a consistently high level of service and support.

Key Responsibilities

Installation Team Support

• Provide day-to-day administrative and coordination support to the Installation Team.
• Assist the Installation Team with coordinating installation projects from order through to completion.
• Support the planning and scheduling of installation activities across the United States.
• Liaise with customers, distributors, suppliers, contractors and internal departments on behalf of the Installation Team.
• Assist with arranging installation schedules, travel and accommodation where required.
• Ensure the Installation Team has the necessary equipment, documentation and materials information prior to installations.
• Coordinate information between customers, distributors, suppliers and the Installation Team.
• Provide administrative support for after-sales installation requirements and customer follow-up.
• Assist with import and export documentation where required.
• Help ensure the Installation Team has the information and support required to deliver projects efficiently.
• Escalate any installation-related issues or customer concerns to the appropriate member of the Installation Team or management.

Customer Service & Customer Support

• Act as a key point of contact for customers throughout the order and installation process.
• Respond promptly and professionally to customer enquiries by telephone and email.
• Provide customers with regular updates on order, delivery and installation progress.
• Develop positive and professional relationships with customers, distributors and business partners.
• Understand customer requirements and ensure information is communicated accurately to the Installation Team and relevant internal departments.
• Coordinate with customers, suppliers, contractors and the Installation Team to help resolve queries and ensure smooth project delivery.
• Manage customer requests, issues and complaints professionally and escalate where appropriate.
• Follow up with customers after installation to ensure they are satisfied with the service provided.
• Keep customers informed of any changes, delays or issues and ensure these are communicated clearly and promptly.
• Maintain accurate records of customer communications, enquiries, issues and resolutions.
• Provide ongoing administrative and customer support following installation where required.
• Support the business in maintaining high standards of customer service and customer satisfaction.

Accounts Administration

• Raise customer sales invoices accurately and promptly.
• Process supplier purchase invoices.
• Maintain purchase and sales ledger records.
• Process customer receipts and supplier payments.
• Assist with credit control activities.
• Maintain accurate financial records using the company's accounting software.
• Provide administrative support to the Finance department as required.
• Respond to customer and supplier queries relating to invoices, payments and account information.

General Administration

• Provide day-to-day administrative support across the business.
• Answer incoming telephone calls and respond to customer enquiries professionally.
• Manage incoming and outgoing emails.
• Maintain accurate customer, supplier and project records.
• Organise meetings, travel and accommodation for staff where required.
• Order office supplies and support the smooth running of the office.
• Assist management with general administrative duties and business projects.

Skills & Experience

Essential

• Previous experience in customer service, customer support and administration.
• Experience within an accounts administration role, including purchase and sales ledger. Desired but not essential.
• Proven ability to provide a high standard of customer service and support.
• Excellent organisational and time management skills.
• Strong attention to detail and accuracy.
• Excellent verbal and written communication skills.
• Good knowledge of Microsoft Office, particularly Excel, Outlook and Word.
• Ability to manage multiple priorities and meet deadlines.
• Strong problem-solving skills and a proactive approach to resolving customer issues.
• Ability to communicate professionally with customers, suppliers, contractors and colleagues.
• Ability to work independently and as part of a team.

Desirable

• Experience using accounting software such as Sage, Xero or similar.
• Import and export administration experience.
• Experience supporting installation, field service or technical projects.
• Experience working with customers, distributors or suppliers across the United States.
• Experience using CRM or customer management systems.

Personal Attributes

• Positive, proactive and adaptable.
• Excellent communication and interpersonal skills.
• Excellent problem-solving skills.
• Patient and professional when dealing with customer queries or complaints.
• Reliable, trustworthy and self-motivated.
• Comfortable working in a busy environment with multiple competing priorities.
• Takes ownership of customer and operational issues and follows them through to resolution.

What We Offer

• Competitive salary of $55,000 -$70,000, depending on experience.
• Full-time permanent position.
• Friendly and supportive working environment.
• Opportunities for training and career development.
• Involvement in installation projects across the United States.
• Holiday entitlement in line with company policy.
• Heath Benefits TBD

Pay: $55,000.00 - $70,000.00 per year

Work Location: In person