Job Title: Customer Support Coordinator
Location: Brydekirk (Newpark Rise, Brydekirk, Annan DG12 5LP)
Contract: Permanent
Hours: Full-time 37.5 hours per week
Reporting to: Customer Service Lead
Job Req: R8490
Summary
The Customer Support Coordinator is responsible for proactively and efficiently managing all customer and account manager requests from Order to Cash. Working closely with the regional sales team to support them with any customer related administration required from onboarding of new customers to dealing with invoice disputes. The role will become the single point of contact for all cross functional teams that are involved with our Customers. The key focus of this role is to develop ways of working and structure to support the National Account Managers in alleviating the time they spend on admin and chasing cross functional teams for responses to resolve customer issues and or new customer set up. The role will be instrumental in ensuring our A/C Managers are fully focusing on delivering and capturing more volume, increasing the time they can spend on farm and prospecting with new customers.
The Customer Support Coordinator will work for a specific sales region but also cover any other National Sales team as and when required. The role will drive a customer excellence approach in line with our strategy of Customer and Operational Excellence. Working with all internal departments to promote a “Get it right first time” approach. The Customer Champion in ForFarmers for their respective region.
Tasks and responsibilities:
- Working closely with internal departments to reduce number of invoice disputes and finding quick resolution to any queries
- Tracking all queries from customers and account managers and closure times from start to finish, taking full ownership of the query irrespective of the issues. Building a query database for monthly review to identify areas for improvement in our processes and procedures when dealing with customers.
- Driving and chairing any process/system areas for improvement to give our customers the best possible experience when dealing with ForFarmers
- On boarding of new customers –Taking information for new account forms and getting signed copies returned
- Managing of contracts and pricing updates as and when required from Account Managers
- Being the single point of contact for liaising between inter departmental teams on behalf of our customers and account managers. Reducing the amount of emails, calls, chasing etc and non value added tasks in the wider teams
- Maintaining and taking ownership for all incoming customer/account manager queries and tracking to resolution and/or escalation to ensure swift closure.
- Pricing on SIS
- Ad hoc customer reporting
- Complaint inputting and resolution management with Operations, Quality and Technical teams
- Reviewing trends on complaints and presenting at the OE team any areas for improvement and flagging areas of excellence
- Managing any invoice queries through to resolution – weekly review with AR to establish structured approach to all regional customer issues
- Monitoring customer returns and prompt management by Mills to avoid any credit delays and/or invoice disputes
- Updating C4C over phone with customer visit details so input is live
- Producing credit notes as and when required if pricing issues
- Sending daily output to account managers of any issues you need their support to resolve
- Sending to customers any admin related sales/invoice requirements
Your CV shows:
- Knowledge of the feed industry (desirable but not necessary)
- Attention to detail imperative
- Time management
- Credit management experience
- Good customer facing skills
- PA experience (desirable but not necessary)
- Analytical
- Good system experience e.g. SAP/C4C/SIS
- Tenacious
- Resilient
- Autonomous
- Improvement focused and embracing technology where possible
What are the benefits of working for ForFarmers UK?
- Employee Assistance Programme (offering support on a range of topics)
- On site parking
- Competitive salary
- Private Medical Insurance
- Generous holiday allowance (35 days inc of bank holidays)
- Options to enhance your pension after 12 months service (increased employer contributions)
- Opportunities to grow personally and develop within the business
- Cycle to work scheme
- B&Q Trade card offering 10% discounts in-store and online
- And much more!