Export Customer Service Coordinator

Export Customer Service Coordinator - initially offered as a 12-month contract*
NG17 - hybrid working available after training
£26,000 - 28,000

About them:

My client is a well-established, global trader operating from multi million pound premises in the Mansfield area of Nottingham. They are a family-owned business with solid values and many of their workforce stay at the company for the whole of their career.

The role:

They are looking for an Customer Service Coordinator to join their team initially on a 12 mth contract*. The role is to provide full administrative support to overseas agents, distributors and customers. The role requires a high level of accuracy and Customer Service whilst dealing with a wide variety of customer enquiries, order processing, quotations and despatch. There is full interaction at all levels within the role including team members, export management and Directors.

*all of the contracts I have had with this company have resulted in a permanent job - the current 2 year salary for this role is circa £31,000

Key Duties:

• Respond to customer enquiries in a timely manner, providing a customer focused resolution to all customer queries.
• Provide effective resolution to all orders held on query by the system
• Communicate delivery date information to agents and distributors, keeping them fully advised of any backorder changes.
• Develop excellent product knowledge
• Directly communicate with customers regarding consumer complaints
• Video conference calls, building effective relationships with agents and distributors and developing an understanding of their market.
• Communicating feedback on product & service/operations to Export Management, identifying opportunities for improvement.
• Develop pro-active engagement with key parcel service providers.
• Accurately processing orders in the most efficient manner and analysing cost effective shipping.
• Resolving order completion issues
• Proactive follow-up of parcel tracking information
• Manage orders for weekly consolidated despatches to distributors, booking forwarders and keeping distributors informed.
• Processing credit & return requests and arranging replacements.
• Organise cost effective quarterly return shipments from distributor markets.

Understanding of the Export Process & Customs

• Develop and maintain a working knowledge of customs and exporting to include, key export documents, Incoterms, Rules of Origin, commodity codes, trade agreements and preference.
• Utilise this knowledge to support accurate order quotations, despatch of orders, resolving customs delays in transit and import queries in destination country.

Person Specification:

• High level Customer Service / Account Management experience is essential and able to demonstrate outstanding Customer Service experience
• Knowledge of Export Sales Admin desirable
• Highly motivated, organised, and proactive, with the experience of working in a fast-moving business environment.
• Have meticulous attention to detail
• Enjoys working as part of a wider team
• Ability to perform under pressure and remain calm
• Work using own initiative
• IT competent
• Excellent planning and organisational skills with the ability to prioritise and respond to time frames and deadlines
• Able to adapt to change at short notice
• Strong communication skills both written and verbal

Other Information:

• The core hours of work are Monday - Friday, 8.30am - 5pm - with flexibility on either side of this.
• The company offers a number of benefits such as Profit Related Pay Scheme (after 1 year of service), a Group Personal pension plan, subsidised restaurant and car parking facilities.

Please note that due to a high volume of applications across all our adverts we are only able to respond to those who have been shortlisted. If you haven't had a response within 48 hrs, please assume you have been unsuccessful.