Leading the way in vehicle logistics T: +353 (0)51 440440 | info@nvd.ie
Role Overview: The Customer Service Coordinator is a key member of the Customer Experience Team in New Ross, responsible for delivering exceptional service to customers by efficiently managing their requirements, resolving issues, and maintaining a customer-centric approach. This role requires close collaboration with customers, internal teams, and stakeholders, focusing on achieving a 95% First Time Resolution (FTR) rate and improving the overall customer experience.
You will act as a driving force for developing improved processes and initiatives within the company to deliver on customer operations targets.
Pay and Benefits
* Annual Salary range €28-38k depending on experience
* Full training provided
* Staff car parking
* Discounted gym membership
* Employee Assistance Program
* Mental Health and Wellbeing Scheme
Key Responsibilities:
* Customer Requirement Management:
o Work closely with customers to understand and manage their needs, ensuring all requirements are met in a timely and professional manner.
o Strive to achieve a 95% First Time Resolution (FTR) rate by resolving customer issues during the first contact whenever possible.
* Customer-Centric Strategy Support:
o Actively support the implementation of a customer-centric strategy to drive excellence in service delivery.
o Ensure service levels are consistently met by adhering to key performance indicators (KPIs), focusing on customer satisfaction and retention.
* System Management:
o Manage and track customer activities and interactions through specific systems, including Salesforce CRM.
o Ensure all customer data is accurately recorded, updated, and maintained within the system.
* Industry Knowledge:
o Maintain a deep and up-to-date understanding of the industry, customer trends, and anticipate future changes or challenges.
o Use this knowledge to inform decision-making and improve service delivery to customers.
* Customer Experience Improvement:
o Actively contribute to developing and fostering a customer-focused culture within the organization.
o Support initiatives that continuously improve the overall customer experience and ensure a smooth customer journey.
* Work effectively with other team members and internal departments to meet customer requirements and resolve any issues that may arise.
* Foster cross-departmental collaboration to deliver seamless service to customers.
* Conduct thorough root cause analysis for performance issues, failures, or recurring problems to identify and resolve underlying issues.
* Work towards eliminating recurring problems to enhance service efficiency and customer satisfaction.
* Stakeholder Communication:
o Keep key stakeholders informed about customer needs, project updates, and any relevant activities that impact service delivery.
o Act as a point of contact for stakeholders on any customer service-related matters.
* Supply Chain Support:
o Assist in maintaining and improving the customer and vehicle journey through the NVD’s supply chain.
o Work closely with other business units within NVD to ensure timely and accurate service delivery to customers.
* Customer Queries and Meetings:
o Efficiently handle customer queries, providing professional, timely, and accurate responses.
o Conduct customer meetings as required to discuss issues, provide updates, or gather feedback.
* Reporting:
o Generate and submit reports as required, highlighting key metrics, performance, and areas for improvement in customer service delivery.
o Provide insights and recommendations based on customer feedback and service data.
Qualifications and Skills:
* Strong communication and interpersonal skills.
* At least 3-5 years administration/supply chain experience.
* Proficiency in CRM systems, particularly Salesforce, and other relevant tools.
* Competent in the use of MS Word, Excel, PowerPoint.
* Ability to manage multiple customer issues and inquiries simultaneously.
* Problem-solving skills and a customer-focused mindset.
* Knowledge of the industry and ability to adapt to changes.
* Team player with the ability to work collaboratively across departments.
* Experience in handling customer queries and resolving issues effectively.
* Previous experience in an administrative role is essential.
* Self-motivated and a fast learner who enjoys a varied role.
* Strong attention to detail, organisational and time management skills.
* Proactive in approach to work.
* Full driving licence.
Expected Outcomes:
* Achieve and maintain a 95% First Time Resolution rate.
* Ensure a consistently high level of customer satisfaction.
* Drive improvement in customer experience across all touchpoints.
* Contribute to the successful implementation of customer-centric strategies and initiatives.
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