Customer Service Coordinator

Doves Farm Foods Ltd; Hungerford; On-site; GBP 25,000 - 35,000; Full time

Job summary

Doves Farm Foods, a leading producer of organic and gluten-free products, is seeking a Customer Service Coordinator. This role involves managing customer claims, ensuring compliance, and providing exceptional service while working with various teams. Candidates should possess strong communication skills and attention to detail, thriving under pressure with a customer-first mindset.

Qualifications

• Previous experience in a customer service or claims handling environment preferred.
• Excellent verbal and written communication skills.
• Ability to manage difficult customer interactions with empathy.

Responsibilities

• Manage and process incoming customer claims ensuring all information is accurate.
• Communicate with customers regarding claim status and resolutions.
• Liaise with internal departments for efficient claim processing.

Skills

Communication

Attention to detail

Problem-solving

Customer focus

Tools

Microsoft Office

Job description

Company Overview:

Doves Farm Foods is a leading producer of organic and gluten-free products, dedicated to creating wholesome, sustainable, and delicious food products. We take pride in our commitment to quality and environmental stewardship. As we expand our global footprint, we are looking for a highly organised and detail-oriented Customer Service Coordinator to join our team.

Job Overview:

We are seeking a detail-oriented and empathetic Customer Service Coordinator to join our supply chain team. In this role, you will be responsible for managing and processing customer claims, ensuring that each case is handled efficiently, professionally, and in compliance with company policies. You will be the primary point of contact for customers throughout the claims process, providing excellent customer service, timely updates, and resolutions.

Key Responsibilities:

• Handle and process incoming customer claims, ensuring accurate documentation and compliance with company standards.
• Investigate and assess claims to determine validity, ensuring all relevant information is collected.
• Communicate with customers via phone and email, providing clear information regarding their claim status, next steps, and potential resolutions.
• Liaise with internal departments (e.g., marketing and quality assurance) to ensure claims are processed efficiently and any issues are resolved promptly.
• Liaise with external logistics providers to log claims and follow through to resolution.
• Maintain an up-to-date record of all claims handled in the company's claims management system.
• Provide guidance and support to both trade and Webshop customers.
• Meet and exceed performance targets for claim resolution times, customer satisfaction, and service quality.
• Stay informed on company policies, procedures, and industry regulations to ensure compliance.
  
  

Key Requirements:

• Experience: Previous experience in a customer service or claims handling environment is preferred.
• Skills:
• Excellent verbal and written communication skills.
• Strong attention to detail and organisational abilities.
• Ability to handle difficult or emotional customer interactions with empathy and professionalism.
• Problem-solving skills and the ability to make decisions based on company guidelines.
• Familiarity with Microsoft Office
• Personal Qualities:
• Customer-focused with a commitment to providing high-quality service.
• Ability to work well under pressure and manage time effectively.
• Adaptable and open to feedback and continuous improvement.
  
  

Working Conditions

• Full-time, Monday to Friday.
• Office-based