Hybrid Customer Satisfaction & Order Coordinator

SilkRoad; Chesterton; Hybrid; GBP 24,000 - 32,000; Full time

Benefits offered by this job

Hybrid working policy

25 days annual leave

Private Health Insurance

Life Assurance

Employee discounts via benefits portal

Mental Health Support (EAP)

Job summary

Radwell International is recruiting a Customer Satisfaction Coordinator in Newcastle-under-Lyme to join our growing Customer Relations team. You will help provide fast, accurate service, track orders, process returns, and coordinate with global sites to maintain high customer satisfaction.

The role offers a hybrid working policy after probation, 25 days leave plus bank holidays, private health insurance, life assurance, and access to wellbeing resources.

Qualifications

• Experience in office-based customer service or order management.
• Strong attention to detail and accuracy when recording information.
• Excellent written and verbal communication skills across phone and email.
• Ability to work with other departments to ensure customer satisfaction.

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 per SLAs.
• Process returns – manage credits, repairs, and warranty cases.
• Coordinate across teams – work with internal departments across global sites.
• Manage warranties – arrange evaluations, repairs, and replacements.
• Follow up on returns – monitor, document, and close returns.
• Ensure satisfaction – resolve issues and escalate when needed.
• Stay organised – maintain inboxes and archive communications.
• Improve processes – use feedback to suggest improvements.

Skills

Customer service

Order management

Attention to detail

Communication skills

Multitasking

CRM experience

Education

GCSEs including English

Tools

CRM software

Job description

Radwell International is recruiting a Customer Satisfaction Coordinator in Newcastle-under-Lyme to join our growing Customer Relations team. You will help provide fast, accurate service, track orders, process returns, and coordinate with global sites to maintain high customer satisfaction.

The role offers a hybrid working policy after probation, 25 days leave plus bank holidays, private health insurance, life assurance, and access to wellbeing resources.