Customer Service Coordinator

Orion Electrotech; Marlow; Hybrid; GBP 25,000 - 32,000; Full time

Benefits offered by this job

Private Medical

Dental Insurance

Flexible Hours

8% Matched Pension

Job summary

Orion Electrotech Ltd in Marlow is seeking a proactive Customer Service Coordinator to join our commercial operations team. You will act as the primary link between customers, sales, operations and engineering, ensuring orders are processed accurately and customers receive outstanding service.

The role involves coordinating with internal teams, updating order status, resolving issues, and supporting continuous improvement in order fulfilment.

Qualifications

• Experience in customer service or order administration within manufacturing.
• Strong administrative and organisational skills.
• Excellent verbal and written communication with high accuracy.
• Ability to liaise with multiple internal teams.

Responsibilities

• Act as the main point of contact for customers and designated sales territories.
• Handle customer enquiries via phone and email, ensuring a professional and responsive service.
• Provide customers and sales managers with accurate updates regarding order status and delivery schedules.
• Take ownership of customer issues and complaints, driving them through to successful resolution.
• Conduct regular customer courtesy calls and maintain strong working relationships with key accounts.
• Receive, review, and process customer orders accurately.
• Validate orders against quotations and resolve any discrepancies.
• Maintain accurate records within CRM, ERP, MRP and other business systems.
• Generate order acknowledgements and customer invoices.
• Ensure all order information is complete and accurately recorded.
• Liaise with operations, engineering, sales, and compliance teams to support smooth order fulfilment.
• Monitor lead times, order progress, and completion dates.
• Escalate potential issues and coordinate solutions across departments.
• Attend order review and value stream meetings, raising concerns where appropriate.
• Contribute to process improvements and operational efficiency initiatives.
• Support effective integration and utilisation of business systems across the organisation.

Skills

Customer service excellence

Account management

Order administration

CRM

ERP

MRP

Tools

CRM software

ERP systems

MRP platforms

Job description

Marlow, Buckinghamshire (Hybrid after probation)

Private Medical | Dental Insurance | Flexible Hours | 8% Matched Pension

Our client, a well-established engineering and technology business serving international markets, is seeking a proactive Customer Service Coordinator to join their commercial operations team in Marlow.

This is a pivotal role acting as the primary point of contact between customers, sales, operations, engineering, and other internal stakeholders. You'll play a key part in ensuring orders are processed efficiently, customers receive exceptional service, and business objectives relating to operational performance and revenue delivery are achieved.

If you enjoy building relationships, solving problems, and working in a fast-paced environment where no two days are the same, this could be an excellent opportunity.

Customer Service Coordinator

What You'll Be Doing

Customer Service & Account Support

• Act as the main point of contact for customers and designated sales territories.
• Handle customer enquiries via phone and email, ensuring a professional and responsive service.
• Provide customers and sales managers with accurate updates regarding order status and delivery schedules.
• Take ownership of customer issues and complaints, driving them through to successful resolution.
• Conduct regular customer courtesy calls and maintain strong working relationships with key accounts.

Order Processing & Administration

• Receive, review, and process customer orders accurately.
• Validate orders against quotations and resolve any discrepancies.
• Maintain accurate records within CRM, ERP, MRP and other business systems.
• Generate order acknowledgements and customer invoices.
• Ensure all order information is complete and accurately recorded.

Internal Coordination

• Liaise with operations, engineering, sales, and compliance teams to support smooth order fulfilment.
• Monitor lead times, order progress, and completion dates.
• Escalate potential issues and coordinate solutions across departments.
• Attend order review and value stream meetings, raising concerns where appropriate.
• Contribute to process improvements and operational efficiency initiatives.
• Support effective integration and utilisation of business systems across the organisation.

Customer Service Coordinator

What You'll Bring

• Previous experience within a customer service, customer support, sales support or order administration environment within the manufacturing industry.
• Strong administrative and organisational skills.
• Excellent verbal and written communication skills.
• High level of accuracy and attention to detail.