Customer Success & Order Coordination Specialist

Macfarlane Packaging; Milton Keynes; On-site; GBP 18,000 - 30,000; Full time

Benefits offered by this job

25 days annual leave rising to 27

Contributory pension

Free parking

Volunteer day

Employee Assistance Programme

Training opportunities

Employee discount scheme

Eye tests / glasses allowance

Mobile discount scheme

Referral bonus

Job summary

Macfarlane Packaging is seeking a Customer Service Coordinator for our Milton Keynes site, to handle enquiries, process orders and support sales with a focus on delivering exceptional customer service.

You will become a key contact for a portfolio of customers, coordinating with logistics and procurement to meet delivery commitments while building strong internal relationships and understanding our product range.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Customer service

CRM systems

Sales order processing

Telephone manner

Communication

Tools

CRM software

Job description

Macfarlane Packaging is seeking a Customer Service Coordinator for our Milton Keynes site, to handle enquiries, process orders and support sales with a focus on delivering exceptional customer service.

You will become a key contact for a portfolio of customers, coordinating with logistics and procurement to meet delivery commitments while building strong internal relationships and understanding our product range.