Customer Service Coordinator
Key Responsibility Areas
i. Responsible for ensuring sales orders are processed and payments taken within the agreed service levels
ii. Responsible for reviewing compliance manuals and calculating the associated costs as well as working with the 3PL to ensure orders are processed in a compliant way.
iii. Responsible for recording and maintaining customer requirements (e.g. labelling, packing sequence) in a consistent format.
iv. Provide commercial invoice to the warehouse.
v. Setting up new customers through NAV/CRM.
vi. Completing new line set ups, quote sheets etc. for customers as necessary
vii. Provide missing product-information, missing invoices, etc. to clients. Update information provided by clients (billing/shipping address, phone number, VAT no etc.)
viii. Update the Store locator with closed stores and new stores. Liaise with customers and warehouse so that all requests are dealt with in a timely efficient manner
ix. Help with prospecting including lead generation, database management, samples/line sheets etc. are sent out as required
x. Reply to the requests of the agents to facilitate their work
i. Picture-library requests.
ii. Send marketing materials, samples or provide any other marketing support as requested.
iii. Provide updated store information for new stores to the marketing department monthly
iv. Assist to tradeshows when required.
Data and Sales Tools
i. Update order form for UK and Euro with stock availability, ensuring all information is correct.
ii. Send posted/pending sales
iii. Update the special instructions file and inform the warehouse about any changes for all required orders.
iv. Maintain the cross-reference file updated.
v. Create a sales tracker for all stores, ensuring it is continuously updated
i. Facilitate the gathering of information of the after-sales demands (faulty products, returns, exchange) to transmit them to the customer service.
ii. Log all the demands of the clients (pictures invoices and information needed) on CRM for the monthly report.
i. Provide an excellent customer service experience, resolving customer inquiries by phone, email, and mail capturing all reported customer service issues and questions in CRM.
ii. Replacements – provide all the necessary information and paperwork to process these requests. Liaise with the warehouse, finance team and customers to process replacements in a timely manner. Send out replacement to customers when needed.