Customer Services Coordinator

Job Purpose

We are looking for a Customer Service Coordinator, reporting directly to the Customer Service Team Leader. To be cross functional, managing all tyre product groups and tasks. This is a Local role, based in Warwick.

You will take ownership and use initiative in order management for a portfolio of customers and tasks in UK & Ireland in order to delight our customers. Responsible for meeting agreed sales and customer service targets and KPI’s. Working in close collaboration with the Sales teams to ensure our customers have on-shelf availability to suit our end consumers.

Communicating via telephony, email and Microsoft Teams to execute order management with the use of SAP and other tools available.

Query owning and end to end resolution, using all available tools and channels to delight our customers.

Utilizing all available contact channels / sales tools to increase sell out and improve customer service levels alongside Sales opportunities and campaigns to maximize sales. Including upselling products and turning queries into sale.

Be a Brand ambassador for Bridgestone, understanding our products and our customers’ requirements.

Liaise with our 3PL’s to ensure on time delivery service is met and communicated efficiently. managing customers’ expectations and ETA’s.

To build relationships with internal and external customers, encouraging growth and sales where possible.

Responsibilities:

• To take ownership in order management for a portfolio of customers in UK & Ireland. Responsible for meeting agreed sales and contact centre targets. Working in close collaboration with the Sales teams to ensure our customers have on-shelf availability to suit our end consumers.
• Utilise all available contact channels / sales tools to increase sell out and improve customer service levels alongside Sales opportunities and campaigns.
• Proactively manage a portfolio of customers to increase sell out in accordance with our sales growth plans.
• Maximise any opportunities to deliver early and deliver optimally wherever the possibilities arise in line with customer’s needs.
• Work in conjunction with Sales and Marketing to support key initiatives and product launches.
• Communicating with all 3PL Providers.
• Work with Sales teams to refine target customers and contact data to improve campaign efficiency and contact strategy.
• Pro-actively manage key campaigns for pre-defined customers to improve customer relations/satisfaction.
• Conduct customer satisfaction surveys to evaluate and improve Bridgestone service offering.
• Successfully communicate any order changes with a view to maintaining the ordered quantity and service levels where possible.
• Proactively see opportunities to advertise and enhance the Bridgestone brand power.
• Be the face/voice of Bridgestone externally and internally.
• Take responsibility for all customer queries relating to your agreed target customers and proactively manage it to resolution.
• Time and task management, to ensure every task is executed to a high standard.
• Able to use and promote the use of TyreLink to enhance our customers’ needs and experience.

Requirements:

• Experience (years): Minimum of 2 years Customer Service.
• Problem solving, organisation and planning, eye for detail, high standard of work.
• Excellent communication skills both internally and with customers.
• Ownership, Initiative, Organized, numerate, multiple task management, with the ability to manage workloads and priorities under pressure.
• Preferred experience in outbound call centre or order desk environment.
• Systems literate with preference of SAP.
• Excel literate to intermediate - To be tested at interview.
• Microsoft Office literate, including Outlook and Word.
• Flexibility and adaptability to changes when job demands it.
• Willing to travel when business requires.

Why should you apply?

• You will have the opportunity to work with leading technologies.
• You will have the opportunity to experience a dynamic and challenging environment and work on different and innovative projects.
• We help you to drive your career path onward and upward work in a culture of feedback that recognizes you and helps your development.
• We offer you attractive Benefits and a Competitive Salary (Pension scheme, Staff tyre discount)
• You will have the opportunity for Smart working to ensure a good work and life balance.

If you can demonstrate the skills we are looking for and would like to make a difference in a Pioneering company dedicated to shaping a sustainable future of real-world mobility solutions, join us at Bridgestone!

Process Next Steps: All applications will be reviewed. Our HR team will contact those applicants who we would like to invite for the next stage of the recruitment process.