Customer Service Coordinator

Saica Group; Cambridge; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A sustainable packaging company in Cambridge seeks a Customer Service Coordinator to provide support for Sales Managers. The role involves managing customer communications, stock forecasts, and handling complaints, all within a collaborative team environment. Candidates should possess strong customer service skills and proficiency in MS Office. This position offers a friendly atmosphere, career progression, and hybrid working options.

Benefits

Friendly atmosphere

Progression

Employee of the Month Award

Holiday entitlement 25 days plus Bank Holidays

Refer a Friend Scheme of £500

Cycle to Work Scheme

Employee Assistance Programme

Employee Discount Platform

Eye test vouchers

Free Tea/Coffee

Qualifications

• Previous customer service experience ideally in a manufacturing environment.
• Experience dealing with customers via telephone and email communication.
• Experience of working closely with colleagues in other departments.

Responsibilities

• Provide sales and administrative support to Sales Managers.
• Communicate daily with Sales Managers regarding key accounts.
• Manage customer stock requirements and forecasts.
• Liaise with production to keep customers updated.
• Handle customer complaints effectively.

Skills

Computer literate (MS Office)

Customer Service experience

Telephone and email communication

General office administration

Education

Customer Service or Administration NVQ

Job description

Company Description

Saica Group offers sustainable paper solutions for the manufacture of corrugated board and flexible packaging, promoting circularity in waste management. With more than 12,000 employees and a presence in 11 countries (Spain, France, Italy, Portugal, the United Kingdom, Ireland, Turkey, Luxembourg, the Netherlands, Poland, and the United States), Saica Group has four business lines: the production of recycled paper for corrugated cardboard (Saica Paper), waste management and environmental services (Saica Natur), the production of corrugated board packaging (Saica Pack), and flexible packaging (Saica Flex).

Job Description

At Saica Group, we are more than an organisation; we are a community committed to driving sustainable paper solutions for corrugated board and packaging while championing circularity in waste management. With over 10,000 colleagues in 11 countries, our rich history spanning 80 years and our unwavering dedication to our mission and values, we invite you to be part of a journey that leaves a lasting impact.

Our Flex division produces a range of flexible plastic films, with our site in Wigan manufacturing products for major food retailers and suppliers.

We are now seeking a motivated candidate to join our team and build a career in the print industry.

Sustainability at Saica begins with our values – we care, we value and we challenge.

Why Choose Us: By joining the Saica Group, you are choosing more than a job – you are choosing a purpose-driven career that aligns with your values. You will collaborate with like-minded individuals to shape a sustainable future, making a meaningful contribution to our world.

Join Us Today and Shape Tomorrow's Sustainable Solutions with the Saica Group.

About The Role

We are offering an exciting opportunity for a Customer Service Coordinator to join our team.

You will be responsible for providing sales and administrative support to our Sales Managers, working closely with customers to support existing and ongoing sales and business opportunities. The role operates within a small team servicing and communicating with our customer base to understand their requirements, update them on timelines, handle any complaints and provide them with end to end administrative support from point of order to delivery.

Accountabilities

• Communicate daily with Sales Managers on all general enquiries regarding key accounts.
• Manage customers via telephone and email on a daily basis to understand stock requirements and stock forecasts.
• Monitor aged stock on behalf of the customer and Saica Flex.
• Effectively liaise with Production, utilising data to continuously ensure all customers are up to date with orders & despatches.
• Understand and monitor all lead times given by customers and ensure full communication is given to all departments to achieve the required results.
• Provide a high standard of customer care at all times, developing close, supportive business relationships with key customers.
• Identify quickly and efficiently any customer complaints and ensure they are dealt with effectively and professionally.
• When required, provide weekly/fortnightly/monthly data for our customers.
• Liaise with the Finance Shared Services team to ensure all customers’ accounts are paid and that there are no outstanding disputes.
• Work closely with all members of the internal support department in the sharing & gathering of customer and product information.
• Continuously promote the business and its expertise to support sales activity.
• Communicate effectively with all other areas of the business as required including, Production Planners, Accounts and Sales to create a clear and concise process.

Skills and Attributes

• Computer literate – specific experience of MS Office in particular Word, Excel & Outlook.
• Customer Service or Administration NVQ advantageous but not essential.
• Previous customer service experience, ideally gained within a manufacturing environment.
• Experience of dealing with customers via telephone and email communication.
• Experience of general office administration & working closely with colleagues in other departments.

What We Offer

• Friendly atmosphere
• Progression
• Employee of the Month Award (monthly and annually)
• Holiday entitlement 25 days plus Bank Holidays
• Refer a Friend Scheme of £500
• Cycle to Work Scheme
• Employee Assistance Programme
• Employee Discount Platform
• Eye test vouchers
• Free Tea/Coffee

Monday to Friday 37.5 hours.

Hybrid working.

Job Requirements

You will enjoy working at Saica if you: Care: Are a team-player, support your colleagues and share your ideas. It’s important that you want an inclusive workplace that promotes and values diversity. Value: Have high standards, want to achieve good quality and great service. Challenge: You are self-motivated to improve and achieve. You are open and transparent, tell it as it is. Specific skills or experience requirements will be shown in the job description.