Customer Service And Office Coordinator

JOB PURPOSE

To provide effective communication and co‑ordination for the administration and day‑to‑day control of allocated business within the customer service team. Managing our customer's expectations and delivering customer satisfaction.

SPECIFIC RESPONSIBILITIES (Key Objectives)

• Develop an effective working relationship with all relevant customer contacts.
• Manage internal and external expectations at all times with effective communication, delivering customer satisfaction.
• Continually update and interpret customer needs, forecast and confirm orders to allow the business to effectively manage procurement and capacity planning, maximizing commercial opportunity while accurately maintaining all aspects of order handling data management.
• Interpret and translate commercial requests and requirements with speed and accuracy.
• Manage stock rotation in line with customer agreements and the needs of the business.
• Resolve invoice queries in conjunction with the Accounts Team.
• Achieve customer delivery requirements in the most cost‑effective way.
• Support Sales Managers with business development and integration needs.
• Manage delivery of the finished good / call of material, order trucks and arrange documents.
• Review your customers' portfolio of ongoing requirements against the business; review tentative and actual order programmes and report key changes.
• Plan out your customers' forecasted requirements or develop a method of working with the customer to facilitate this, benefiting the long‑term vision of planning and manufacturing.
• Support execution of internal and external audits; monthly check employee and technician presences, labour hours, permissions, medical visits and safety courses.
• Preparation and sending of all needed safety documents to enable access for technicians at customer sites.
• Electronic invoicing process: preparation, checking, payable and receivable invoice checking and payment processing (raw material, machine lease, spare parts).
• Process all statutory declaration & payments for Italian administration offices (tax, social security).
• Customs: preparation of documents and payments for clearance.

PERFORMANCE INDICATORS

Maintain a high standard of account administration following the Company’s ISO 9000/9001 procedures. Work with your customer and Sales Manager on delivering key deliverables and report back on Key Business KPIs. Review OTIF performance daily for your account portfolio and team where required. Record, monitor and improve forecasting and order liability with customers.

SKILLS / QUALS

• Previous experience working within a Customer Services environment.
• Excellent Pack Office skills (incl. Excel).
• Excellent numeracy and literacy.
• Ability to work under strict deadlines and targets, preferably in a fast‑paced manufacturing environment.
• Excellent communication skills, essential, with the ability to understand clear written and verbal instructions.
• Good understanding of procedures and processes.
• Highly responsible, reliable and flexible with a strong work ethic.
• Quality and safety conscious.
• Punctual, presentable and with good attendance.

INTERPERSONAL SKILLS

• Excellent communication skills essential, essential to understand clear written and verbal instructions.
• Good understanding of procedures and processes.
• Highly responsible, reliable and flexible with a strong work ethic.
• Quality and safety conscious.
• Punctual, presentable and with good attendance.