Customer Account Coordinator

Osprey Engineering Solutions Ltd; Milton Keynes; On-site; GBP 24,000 - 32,000; Full time

Job summary

Osprey Engineering Solutions Ltd is seeking an enthusiastic Internal Sales Support professional to join our Milton Keynes team. You will assist customers with product information, pricing and deliveries while educating them on our offerings and helping to protect our high-quality service reputation.

You will build rapport, manage invoice queries and order progress, and collaborate with Sales Engineers to understand customer needs and support sales growth.

Qualifications

• Passion for delivering exceptional customer service.
• Clear, concise communication style.
• Able to work independently in a fast-paced environment.
• Good analytical and problem-solving skills.
• Proficient with Microsoft Office and related tools.

Responsibilities

• Answer incoming customer calls with product information, pricing and delivery details.
• Handle invoice queries, order progress and amendments.
• Build rapport with customers to resolve service issues and ensure satisfaction.
• Take ownership of enquiries and respond to escalations per procedures.
• Communicate status of accounts with leadership and peers.
• Support accounts receivable and chase outstanding debt when required.

Skills

Customer service

Communication

Problem solving

Adaptability

Teamwork

MS Office

Tools

ERP system

Job description

The role

We're looking for an enthusiastic individual with a genuine desire to help people to join our Internal Sales Support Team. You'll work directly with our customers to answer questions, resolve queries and provide product education, while helping to minimise the risk of bad debt and upholding our reputation for high-quality service.

Key responsibilities

• Answer incoming customer calls, providing product information, pricing and delivery details, and handling invoice queries, order progress and amendments.
• Build rapport with customers to resolve service issues and queries, delivering outstanding service every time.
• Take ownership of customer enquiries and respond to escalated issues in line with agreed procedures.
• Communicate professionally and regularly with leadership and peers on the status of accounts and escalations.
• Meet established goals across all metrics, including call quality, productivity and customer acquisition, by maximising service to customers.
• Foster and maintain relationships with key customers to improve retention and support growth.
• Develop a strong understanding of the company ERP system and processes.
• Build relationships with external Sales Engineers to understand customer requirements, offering administrative support to help drive sales growth.
• Support the accounts receivable process, following the "invoices in dispute" procedure when required and chasing outstanding debt.

About you

• A passion for delivering exceptional customer service
• A clear, concise and confident communication style
• Adaptable, with high energy levels and a desire to help others
• Able to work independently within a team-oriented, fast-paced environment
• Good analytical and problem-solving skills
• Self-directed and driven, with a positive attitude
• Confident using Microsoft Office