Customer Success & Order Coordination Specialist

Radwell International; Newcastle-under-Lyme; Hybrid; GBP 25,000 - 30,000; Full time

Benefits offered by this job

Hybrid working policy

25 days annual leave + bank holidays

Private Health Insurance

Life Assurance

Wellbeing program

Free tea and coffee

Free on-site parking

Employee engagement days

Job summary

Radwell International is seeking a Customer Satisfaction Coordinator in Newcastle-under-Lyme, UK. The role offers a hybrid working policy after probation, with a salary of £27,500.00 and generous benefits including health insurance, life assurance, and 25 days of annual leave.

You will join a growing Customer Relations team, handling orders, returns, warranties, and cross-department coordination to ensure high customer satisfaction.

Qualifications

• 5 GCSEs A*-C, or grade 5 or above (must include English) or equivalent qualifications.
• Office-based customer service or order management experience.
• Strong attention to detail and accuracy when recording and updating information.
• Excellent written and verbal communication skills, with the ability to respond professionally across phone and email.
• Ability to work collaboratively with other departments to ensure customer satisfaction.
• Proven ability to manage multiple tasks, prioritise effectively, and meet tight deadlines.
• Strong follow-up skills and persistence in resolving issues to completion.
• Strong computer proficiency with the ability to quickly learn new systems and tools. Experience with a CRM is a plus but not essential.

Responsibilities

• Expedite Orders – Track and update customers on open orders.
• Record Changes – Log delays, discrepancies, and cancellations.
• Respond Quickly – Handle enquiries via phone and email in line with internal SLAs.
• Process Returns – Manage credits, repairs, and warranty cases.
• Coordinate Across Teams – Work with various internal department across our global sites.
• Manage Warranties – Arrange evaluations, repairs, and replacements.
• Follow Up on Returns – Monitor, document, and close out returns.
• Ensure Satisfaction – Resolve issues and escalation when needed.
• Stay Organised – Maintain organised inboxes and archive communications.
• Improve Processes – Use customer feedback to suggest and support improvements.

Job description

Radwell International is seeking a Customer Satisfaction Coordinator in Newcastle-under-Lyme, UK. The role offers a hybrid working policy after probation, with a salary of £27,500.00 and generous benefits including health insurance, life assurance, and 25 days of annual leave.

You will join a growing Customer Relations team, handling orders, returns, warranties, and cross-department coordination to ensure high customer satisfaction.