Customer Service Coordinator

Macfarlane Packaging; Milton Keynes; On-site; GBP 27,000 - 33,000; Full time

Benefits offered by this job

25 days annual leave

Annual volunteering day

Employee Assistance Programme

Training and development opportunities

Employee discount scheme

Company pension

Job summary

Macfarlane Packaging in Milton Keynes is seeking a Customer Service Coordinator to join the growing online division. You will be the primary contact for a portfolio of customers, managing enquiries, processing orders, and coordinating with logistics to meet delivery commitments.

The role requires a customer-first mindset, excellent communication, and the ability to work collaboratively across teams in a busy environment. A strong grounding in CRM usage and order processing is essential.

Qualifications

• Experience in fast-paced customer service environments.
• Strong communication skills, both written and verbal.
• Experience processing sales orders and related admin tasks.
• Proficiency with CRM systems and learning new software quickly.
• Ability to manage multiple priorities and maintain accuracy.

Responsibilities

• Act as a key contact for customer accounts and provide responsive support.
• Maintain regular contact with customers to understand needs and uphold service standards.
• Handle incoming/outgoing calls and resolve queries; keep customers informed.
• Process sales orders and related administrative tasks accurately.
• Chase orders and coordinate with internal teams for delivery commitments.
• Work with logistics, procurement and courier partners to resolve issues.
• Develop understanding of products, processes and CRM usage.
• Keep customer data up to date in the CRM system.
• Investigate and process customer credits where appropriate.

Skills

Customer service experience

Telephone manner

Written communication

Order processing

Organisational skills

Tools

CRM systems

Job description

Hours: Full time, Monday to Friday

Package: Basic salary up to £30,000 (dependent on experience) plus bonus & flexible benefits package including up to 27 days holiday (plus additional annual leave purchasing scheme)

Sector: Packaging Distribution/E-commerce

Location: Milton Keynes

Protecting What Matters, Together

We're dedicated to protecting what matters most – our people, our customers, our communities and the environment. At Macfarlane Packaging, our commitment to customer satisfaction, sustainability and continual improvement creates a highly collaborative, supportive and friendly workplace where you can unpack a career that grows.

With history stretching back over 75 years, we offer stability whilst always striving for continual growth. Our fast-paced, results-driven approach will challenge and often stretch you, but it will also give you opportunities for personal and professional development. Every colleague has the chance to directly influence our success, leading to real job satisfaction and achievement at all stages of your career.

We provide competitive pay and personalised incentives, alongside adaptable benefits to make your rewards package go further. Our business values commitment, diligence, teamwork, adaptability and a thirst for learning – so if this sounds like you, come and join us to help drive change that enables businesses to plan for a better future.

The Customer Service Coordinator role

We're looking for an enthusiastic and customer-focused Customer Service Coordinator to join our growing online division, based at our Milton Keynes site.

This is a fast-paced, varied role where you'll become a key point of contact for a portfolio of customers, helping to ensure every interaction delivers an outstanding customer experience. You'll manage customer enquiries, support sales order processing, chase orders and coordinate closely with our logistics, procurement and courier teams to ensure customer requirements and delivery commitments are met.

Working as part of an established and supportive team, you'll build strong relationships with customers and colleagues alike, while developing a sound understanding of our products, systems and processes.

What You Will Be Doing

• Act as a key point of contact for customer accounts, providing responsive and professional support throughout the customer journey.
• Maintain regular contact with customers to understand their needs and ensure consistently high service standards.
• Handle incoming and outgoing calls, resolving customer queries and keeping customers informed of progress.
• Process sales orders and undertake associated administration accurately and efficiently.
• Proactively chase customer orders and liaise with internal teams to ensure requirements and delivery commitments are met.
• Work closely with logistics, procurement and courier partners to coordinate fulfilment and resolve any delivery or service issues.
• Develop a strong understanding of our product range, internal processes and administration systems.
• Maintain accurate and up-to-date customer information and activity on our CRM system.
• Investigate and process customer credits where appropriate.
• Build effective working relationships across the wider business to ensure a joined-up and first-class customer experience.

What You Will Bring

We're looking for someone who thrives in a busy customer-focused environment and takes pride in providing excellent service. You'll be organised, commercially aware and confident communicating with customers and colleagues across the business. You'll ideally bring the following…

• Demonstrable experience within a fast-paced customer service, customer support or similar role.
• Excellent customer service skills and a genuine customer-first approach.
• A confident and professional telephone manner, with the ability to build rapport quickly.
• Strong written and verbal communication skills.
• Experience of sales order processing and associated administrative activities.
• Experience using CRM systems, with the confidence and aptitude to learn new systems quickly.
• Strong organisational skills and attention to detail, with the ability to manage multiple priorities.
• The ability to develop effective working relationships with colleagues across different departments.
• Good commercial awareness and a positive, team-oriented approach.

Desirable, But Not Essential

• Experience within packaging, distribution, e-commerce or a similar fast-paced environment.
• An understanding of logistics, procurement or customer fulfilment processes.
• Knowledge of packaging products or a similar product range.

What You Will Get

We provide a competitive basic salary and operate a range of rewarding bonus/incentive schemes. Our flexible employee benefits package can include:

• 25 days annual leave, rising to 27 days with service, plus all public/bank holidays
• Additional annual leave purchasing scheme
• Contributory pension scheme
• Free parking at most of our site locations
• Annual company-paid volunteering day
• Employee Assistance Programme
• Extensive training, development and career progression opportunities
• Employee discount scheme with discounts across major retail and leisure brands
• Simply Health/Dental Cover option or BUPA cover for qualifying roles
• Enhanced HR policies relating to various employee rights and entitlements
• Long service awards (5-40 years)
• Charitable giving options
• Financial support with eye tests/purchasing glasses for DSE users
• EE Mobile discount scheme
• Candidate referral scheme – £750 for referring successful applicants to Macfarlane job vacancies

Your future with us

At Macfarlane Group, we believe in developing our people and supporting them to build long-term careers.

Through structured training, internal expertise and external development opportunities, you'll have the opportunity to broaden your customer service, commercial and product knowledge and progress within a successful and growing business.

We welcome and encourage applications from people of all backgrounds irrespective of age, gender, disability, race, nationality, ethnicity, gender expression, religion or sexual orientation. Should you require any specific support or adjustments during the recruitment process, please email our recruitment team directly.

No recruitment agencies please