Customer Service Coordinator

JR United Kingdom; Windsor; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading company in the travel industry is seeking a Customer Service professional to optimize customer fulfilment operations. This role involves managing customer orders, ensuring efficient communication with third-party logistics, and maintaining customer satisfaction. Ideal candidates should possess strong experience in customer service and supply chain management, along with excellent communication skills and attention to detail.

Qualifications

• Prior experience in customer service and supply chain logistics required.
• Ability to work under pressure and meet deadlines.
• Positive attitude and proactive problem-solving skills.

Responsibilities

• Manage customer sales orders and communicate with 3PL.
• Liaise with customers to resolve queries and enhance satisfaction.
• Look for opportunities to improve efficiency and mitigate costs.

Skills

Customer Service experience

Supply Chain

Logistics

Stock/Inventory Management

Excellent verbal and written communication skills

Good organisational skills

Strong attention to detail

Flexible and proactive

Tools

Microsoft Business Central

ERP systems (Navision/Business Central/SAP)

Job description

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En Route International operates globally as part of dnata, one of the world’s largest combined air services providers. With offices in the UK, USA, Australia and UAE, En Route supplies premium baked goods, meals and snacks to the travel industry. We focus on partnering with world-class manufacturers, customising products and packaging to suit individual customer needs while managing a complex supply chain with the highest levels of precision.

Job purpose

To support the Customer Service department in performing the day to day tasks of the Fulfilment team. Ensuring the efficient and cost-effective fulfilment of all Customer requirements, with delivery of outstanding customer service at all times.

Key responsibilities

• Process and manage customer sales orders, ensuring all orders are communicated to the 3PL according to agreed schedule and lead times
• Build relationships with Customers to ensure they receive all the information they require and we can get a strong flow of information from them about current and future demand
• Frequently liaise with customers, responding to their queries, resolving delivery or price queries, keeping a log of all issues and current status and ensuring the Commercial team are aware.
• Look for opportunities to mitigate costs, do things more efficiently and anticipate issues that may arise in future, communicating these to relevant stakeholders
• Provide clear ownership in all operational issues with a customer impact ensuring delivery of customer required outcomes and high levels of internal and external communication
• Measure customer satisfaction by ensuring all customer issues are captured and by running regular surveys of customers
• Undertake any further duties which may from time to time be assigned

This job description is not intended to be either prescriptive or exhaustive, but is issued as a general framework at the time of writing.

Person Specification

• Customer Service experience
• Supply Chain, Logistics or Distribution experience
• Stock/Inventory Management
• Basic Import/Export experience preferred but not essential

Knowledge and skills

• Experience of Microsoft Business Central preferred but not essential
• Experience working with ERP systems (Navision/Business Central/SAP etc.)
• Excellent verbal and written communication skills
• Good organisational skills
• Strong attention to detail
• Ability to prioritise workload, multitask and work to deadlines
• Ability to work on own initiative and with multiple stakeholders
• Flexible to take on extra and varied tasks when required
• Enjoy working in a fast paced environment
• Proactive and quick thinking in solving problems
• Have a positive attitude with a strong passion for what you do