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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 BenefitsAnnual Salary range €28-38k depending on experienceFull training providedStaff car parkingDiscounted gym membershipEmployee Assistance ProgramMental Health and Wellbeing Scheme
Key Responsibilities:
Customer Requirement Management:
Work closely with customers to understand and manage their needs, ensuring all requirements are met in a timely and professional manner.
Strive to achieve a 95% First Time Resolution (FTR) rate by resolving customer issues during the first contact whenever possible.
Customer-Centric Strategy Support:
Actively support the implementation of a customer-centric strategy to drive excellence in service delivery.
Ensure service levels are consistently met by adhering to key performance indicators (KPIs), focusing on customer satisfaction and retention.
System Management:
Manage and track customer activities and interactions through specific systems, including Salesforce CRM.Ensure all customer data is accurately recorded, updated, and maintained within the system.
Industry Knowledge:
Maintain a deep and up-to-date understanding of the industry, customer trends, and anticipate future changes or challenges.
Use this knowledge to inform decision-making and improve service delivery to customers.
Customer Experience Improvement:
Actively contribute to developing and fostering a customer-focused culture within the organization.
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:
Keep key stakeholders informed about customer needs, project updates, and any relevant activities that impact service delivery.
Act as a point of contact for stakeholders on any customer service-related matters.
Supply Chain Support:
Assist in maintaining and improving the customer and vehicle journey through the NVD's supply chain.
Work closely with other business units within NVD to ensure timely and accurate service delivery to customers.
Customer Queries and Meetings:
Efficiently handle customer queries, providing professional, timely, and accurate responses.
Conduct customer meetings as required to discuss issues, provide updates, or gather feedback.
Reporting:
Generate and submit reports as required, highlighting key metrics, performance, and areas for improvement in customer service delivery.
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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