Customer Satisfaction Coordinator

SilkRoad; Chesterton; Hybrid; GBP 24,000 - 32,000; Full time

Benefits offered by this job

Hybrid working policy

25 days annual leave

Private Health Insurance

Life Assurance

Employee discounts via benefits portal

Mental Health Support (EAP)

Job summary

Radwell International is recruiting a Customer Satisfaction Coordinator in Newcastle-under-Lyme to join our growing Customer Relations team. You will help provide fast, accurate service, track orders, process returns, and coordinate with global sites to maintain high customer satisfaction.

The role offers a hybrid working policy after probation, 25 days leave plus bank holidays, private health insurance, life assurance, and access to wellbeing resources.

Qualifications

• Experience in office-based customer service or order management.
• Strong attention to detail and accuracy when recording information.
• Excellent written and verbal communication skills across phone and email.
• Ability to work with other departments to ensure customer satisfaction.

Responsibilities

• Expedite orders – track and update customers on open orders.
• Record changes – log delays, discrepancies, and cancellations.
• Respond quickly – handle enquiries via phone and email per SLAs.
• Process returns – manage credits, repairs, and warranty cases.
• Coordinate across teams – work with internal departments across global sites.
• Manage warranties – arrange evaluations, repairs, and replacements.
• Follow up on returns – monitor, document, and close returns.
• Ensure satisfaction – resolve issues and escalate when needed.
• Stay organised – maintain inboxes and archive communications.
• Improve processes – use feedback to suggest improvements.

Skills

Customer service

Order management

Attention to detail

Communication skills

Multitasking

CRM experience

Education

GCSEs including English

Tools

CRM software

Job description

Customer Satisfaction Coordinator

Newcastle-under-Lyme, UK

Are you looking to advance your career within Customer Relations? If so, we are currently recruiting for a Customer Satisfaction Coordinator to make an impact in our growing Customer Relations team!

The Opportunity

Radwell is committed to rewarding and investing in our people, and we believe this must be reflected in our salaries and benefits. As our Customer Satisfaction Coordinator, you can expect:

• A salary of £27,500.00
• A hybrid working policy (after successful completion of probationary period and initial training)
• 25 days of annual leave, plus bank holidays
• Private Health/Medical Insurance and Health Cash Plan
• Life Assurance
• Access to our benefits portal with a wide range of offerings from high street to local discounts
• A company passionate about wellbeing: 24/7 free EAP helpline and access to trained Mental Health First Aiders.
• Free tea and coffee
• Free on-site parking
• Celebration of National Engagement Days such as Employee Appreciation Day, a company passionate about supporting charitable and community work.

As Customer Satisfaction Coordinator, you will gain invaluable insight and experience within a hard-working Customer Relations team who have a demonstrable daily impact on a growing organisation. Radwell is committed to providing our employees with learning opportunities, both inhouse and externally, so you can make the most of your role and actively contribute to the success of our business. If you’re looking for a fast-paced customer-focussed role where you can build valuable skills, grow your expertise, and contribute to a supportive team, this could be the opportunity you’ve been waiting for.

The Role

As Customer Satisfaction Coordinator, you will participate in all aspects of customer service and problem solving. Working in a fast-paced and multi-faceted manner, you provide excellent customer service to get them back up and running as quickly as possible. In addition, you will:

• Expedite Orders – Track and update customers on open orders.
• Record Changes – Log delays, discrepancies, and cancellations.
• Respond Quickly – Handle enquiries via phone and email in line with internal SLAs.
• Process Returns – Manage credits, repairs, and warranty cases.
• Coordinate Across Teams – Work with various internal department across our global sites.
• Manage Warranties – Arrange evaluations, repairs, and replacements.
• Follow Up on Returns – Monitor, document, and close out returns.
• Ensure Satisfaction – Resolve issues and elevate when needed.
• Stay Organised – Maintain organised inboxes and archive communications.
• Improve Processes – Use customer feedback to suggest and support improvements.

About You

Being a proactive problem-solver, and with a strong attention to detail, you will bring your previous office-based customer service or order management experience to the position, meaning the in-depth training you receive from us will be bolstered by your own knowledge and experience. Furthermore, you will have:

• 5 GCSEs A*-C, or grade 5 or above (must include English) or equivalent qualifications.
• Office-based customer service or order management experience.
• Strong attention to detail and accuracy when recording and updating information.
• Excellent written and verbal communication skills, with the ability to respond professionally across phone and email.
• Ability to work collaboratively with other departments to ensure customer satisfaction.
• Proven ability to manage multiple tasks, prioritise effectively, and meet tight deadlines.
• Strong follow-up skills and persistence in resolving issues to completion.
• Strong computer proficiency with the ability to quickly learn new systems and tools. Experience with a CRM is a plus but not essential.

Also, if you speak any languages other than English at a fluent level, that would be advantageous to your application; Radwell operates internationally, so any other languages you can speak will always be helpful in this role.

About Radwell

As the world's leading provider of spare parts and repair solutions in industrial electronics, robotics, and automation, Radwell has been supporting our customers in maintaining their systems for more than 40 years. Thanks to our constantly growing stock of currently more than 35+ million parts globally, and decades of cooperation with well-known manufacturers, our customers benefit from comprehensive solutions and fast response times. With an international footprint, and headquarters in New Jersey, USA, our people work collaboratively across borders. To ensure we all thrive at Radwell, we constantly invest in our people and provide a safe, happy and rewarding workplace for each and every person.

Join Our Diverse Team

Radwell International is an equal-opportunity employer and welcomes applications from candidates of all backgrounds. We believe that a diverse workforce is essential to our success and invite individuals who share our commitment to diversity and inclusion to join us in our mission to deliver innovative solutions and exceptional service to our customers worldwide.

Inclusion is at the heart of everything we do at Radwell International. Come be a part of our diverse and dynamic team!

Other organisations may call this role Customer Service Representative, Customer Service Advisor, Customer Support Coordinator, Customer Care Coordinator

We wish you the best of luck in your application for the role of Customer Satisfaction Coordinator.