Customer Experience Co-ordinator

Glassolutions; Elland; On-site; GBP 25,000 - 30,000; Full time

Job summary

A leading construction materials company is seeking a Customer Service Coordinator to enhance customer interactions throughout the sales cycle. Responsibilities include managing enquiries, processing orders, and resolving issues, while maintaining strong relationships with customers. The ideal candidate will have strong communication skills and the ability to understand customer needs. Flexibility in working hours is offered to accommodate personal needs. Join a supportive environment dedicated to inclusivity and sustainable practices.

Qualifications

• Experience in customer service roles preferred.
• Ability to think creatively for solutions.
• Proficient in digital tools for data management.

Responsibilities

• Deliver a proactive, high-quality approach to managing customer enquiries.
• Maintain sales volume and customer relationships.
• Act as the customer advocate within the business.
• Communicate proactively to resolve customer issues.
• Manage order processing and aftersales support.
• Gain in-depth knowledge of products and services.

Skills

Strong communication skills

High levels of initiative

Digital navigation

High attention to detail

Able to prioritise tasks

Desire to understand customers

Tools

CRM

Service cloud

SharePoint

Job description

As the Customer Service Coordinator, you will oversee and elevate daily interactions with our customers throughout the entire sales cycle—from handling enquiries to managing order entry, resolving invoice queries, and addressing complaints.

Glassolutions is part of Saint-Gobain Building Glass UK&I - the largest processor, distributor and repairer of glass and glazing systems in the UK.

What we're looking for:

Experience is great- but it's not everything- if you have the right attitudes and values we can teach you the know how. What you will need is:

• Strong communication skills to harvest business relationships
• High levels of initiative to think of creative solutions
• Digital navigation to switch between systems
• High attention to detail to get it right first time
• Able to prioritise tasks and get to the most important bits first
• A genuine desire to understand and satisfy customers - continuously taking and sharing their perspective with all around.

What you will be doing:

This role will take ownership of the customer journey, delivering a proactive, high-quality approach to managing enquiries, processing orders, and overseeing after‑sales support.

• Maintain sales volume from existing customers; by offering alternative products to ensure we fulfil orders and keep customers satisfied.
• Maintain relationships with customers and identify opportunities of the use of our ecommerce platform to management to improve order efficiency.
• Act as the customer advocate within the business, representing their needs and concerns.
• Communicate proactively with customers to provide updates regarding service and to resolve issues, ensuring satisfaction.
• Data entry and management of order processing, remakes and order management of cash sales accordingly to company policy, price enquiries, complaints, and any service issues to ensure smooth resolution.
• Full aftersales support of investigation and processing of credit notes, order tracking, complaints and any service issues to ensure smooth swift resolution.
• Gain in-depth knowledge of the product range, customer logistics, and technical specifications to meet customer requirements effectively.
• Understand branch and regional capabilities to set accurate expectations with customers.
• Use digital tools and internal systems (e.g., CRM, Service cloud, SharePoint) for managing customer and sales data, and assist with related administrative tasks.

Are Glass Solutions and Saint-Gobain inclusive employers?

Saint-Gobain is the worldwide leader in light and sustainable construction improving daily life through high-performance solutions. From wherever you are, let your unique personality and our values guide you every day to invent a more sustainable world.

We understand that a diverse workplace is not only a more enjoyable place to be, but also facilitates better decision making and innovation. So, whoever you are, and whichever Saint-Gobain business you join, you can be sure of a warm welcome with us.

And what about flexibility?

The world of work is changing. At Saint-Gobain, we're always open to new ways of working. Everyone has different needs and commitments.

Our standard working pattern is 8.30am‑5pm Monday to Thursday with a 4pm finish on a Friday - though if you need some flexibility- we'll happily discuss any need you might have for this role: flexible hours, job-sharing, part-time working, or anything else that matters to you. We can't promise to meet every request when we're recruiting. But we do promise to listen.