Customer Experience Co-ordinator

Saint-gobain; Manchester; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A leading construction materials firm in Manchester is seeking a Customer Service Coordinator to enhance customer interactions throughout the sales process. This role entails maintaining sales volume, managing orders, and ensuring customer satisfaction by resolving issues. The ideal candidate should excel in data entry and have experience with CRM tools. Flexible working arrangements are available to accommodate different needs, aiming for a supportive workspace.

Benefits

Flexible working hours

Supportive workplace environment

Qualifications

• Experience in customer service and sales support.
• Ability to handle enquiries, complaints, and order management.
• Knowledge of product range and technical specifications.

Responsibilities

• Oversee daily customer interactions and order handling.
• Maintain relationships and identify opportunities for improvement.
• Manage after-sales support and complaints resolution.

Skills

Data entry management

Customer advocacy

Proactive communication

Digital tools proficiency (CRM, Service cloud)

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—from handling enquiries to managing order entry, resolving invoice queries, and addressing complaints. 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.

Responsibilities

• 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 e‑commerce 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 after‑sales 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.

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.