Customer Service Coordinator

Franke Coffee Systems; Frogmore; On-site; GBP 30,000 - 40,000; Full time

Job summary

A global provider of professional coffee solutions is seeking a Customer Experience Coordinator to manage customer inquiries and support teams. This role requires excellent organizational and communication skills, proficiency in Microsoft Office, and an ability to adapt in a dynamic environment. The position is office-based in St Albans and offers a competitive salary and benefits package.

Benefits

Professional growth and development opportunities

Collaborative and innovative environment

Competitive salary and benefits package

Qualifications

• Exceptional organizational and time-management skills.
• Strong communication and interpersonal abilities.
• Proficiency in Microsoft Office Suite and scheduling software.
• Ability to multitask and adapt to changing priorities.
• Attention to detail and problem-solving skills.

Responsibilities

• Manage inbox and liaise with customers and departments.
• Respond to emails and calls promptly.
• Address customer requests and resolve inquiries.
• Maintain accurate records and generate reports.
• Utilize IoT for customer support.

Skills

Organizational skills

Communication abilities

Proficiency in Microsoft Office Suite

Time-management skills

Problem-solving skills

Job description

Overview

About Franke
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 Experience 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.

Responsibilities

• 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; Team Player; Customer-Focused; Flexible.
• 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.