Customer Experience Co-Ordinator

Franke Coffee Systems; St Albans; On-site; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking a Customer Service Coordinator to enhance customer satisfaction and support team objectives. This entry-level role offers a dynamic work environment where you will manage customer inquiries, maintain records, and assist team members in delivering exceptional service. With opportunities for professional growth and a commitment to innovation, this position promises to be rewarding. Join a collaborative team and contribute to a company that values excellence and customer focus, all while enjoying a competitive salary and benefits package.

Benefits

25 days of holidays

Private Healthcare

Professional growth opportunities

Collaborative work environment

Qualifications

• Exceptional organizational and time-management skills are essential.
• Proficiency in Microsoft Office Suite and scheduling software required.

Responsibilities

• Manage customer inquiries via email and phone promptly.
• Maintain accurate records in SAP and generate reports.

Skills

Organizational Skills

Communication Skills

Interpersonal Abilities

Microsoft Office Suite

Problem-Solving Skills

Time Management

Tools

SAP

Scheduling Software

Job description

1 week ago Be among the first 25 applicants

We, the Franke company with its three divisions, are a world's leading supplier of products and services for domestic kitchens, the professional foodservice systems and the convenience store sector as well as for professional coffee making. With around 60 companies, we are at home on five continents. Over 8,000 employees constantly take on new perspectives to identify opportunities and turn them into inspiring, innovative solutions for tomorrow’s demands.

The Franke Coffee Systems division is a leading global provider of state-of-the-art solutions for professional coffee making. Together with our trade partners, we are committed to delivering premium best-in-class in-cup-quality, consistency and beverage variety, as well as ensuring an outstanding customer experience through constant innovation.

About the job

The Customer Service Coordinator is responsible for managing the inbox and liaising with customers, account managers, service providers, and other departments. This role demands strong organizational skills, excellent communication abilities, and the flexibility to thrive in a dynamic work environment.

• Email and phone Management: Respond to all emails within 2 hours and calls within 3 rings

• Customer Liaison: Be the primary contact for customer requests, addressing and resolving inquiries or concerns.

• Team Support: Assist team members by communicating specific customer needs or preferences to relevant departments.

• Administrative Duties: Maintain accurate records in SAP, generate and distribute reports

• Troubleshooting: Resolve calls using videos, documents, advice from engineers, and troubleshooting sessions. Log and close calls as fixed over the phone to track remote resolutions.

• Credit Requests: Investigate all credit requests and provide recommendations to the Head of Customer Service with full reasons. Inform customers of the decision

• IOT Support: Utilise IoT to support customers with preventative services and maintain operational machines.

Requirements

Skills and Competencies:

• Exceptional organisational and time-management skills.

• Strong communication and interpersonal abilities.

• Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and scheduling software.

• Ability to multitask and adapt to changing priorities in a fast-paced environment.

• Attention to detail and problem-solving skills.

Key Attributes:

• Proactive: Ability to anticipate needs and take initiative.

• Team Player: Works well with others and supports team objectives.

• Customer-Focused: Prioritises customer satisfaction and ensures high-quality service.

• Flexible: Willing to step into different roles and take on additional responsibilities as needed.

Working Conditions: May require extended hours during peak periods or special projects. Office based in our St Albans head office

What we offer you

• Opportunity to work in a collaborative and innovative environment.

• Professional growth and development opportunities.

• Competitive salary and benefits package.

• Be part of a company committed to excellence and innovation.

• 25 days of holidays

• Private Healthcare for you, with the option to add partner and children

For more information see: www.franke.com

Important information for all executive search companies, headhunters and HR consultants

• The Franke Group does not accept unsolicited support from headhunters and personnel consultants for our career opportunities. Any CV/resume vitae submitted to Franke or its employees by external recruitment agencies without a valid written recruitment agreement related to the position in question shall be deemed the sole property of our company. In the event that a candidate presented by an agency is hired in our company and there is no prior agreement, no fee will be paid.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

• Industries

  Food and Beverage Services

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