Customer Service Coordinator

Experience level

Intermediate

Assist customers with inbound queries through either phone, email or chat. Must be comfortable with predominantly phone-based work.

Job description

Company overview En Route operates globally as part of dnata, one of the world’s largest combined air services providers. With offices in the UK, USA, Australia and UAE, En Route supplies premium baked goods, meals and snacks to the travel industry. We focus on partnering with world-class manufacturers, customising products and packaging to suit individual customer needs while managing a complex supply chain with the highest levels of precision. Job purpose To support the Customer Service department in performing the day to day tasks of the Fulfilment team. Ensuring the efficient and cost-effective fulfilment of all Customer requirements, with delivery of outstanding customer service at all times. Key responsibilities Process and manage customer sales orders, ensuring all orders are communicated to the 3PL according to agreed schedule and lead times Build relationships with Customers to ensure they receive all the information they require and we can get a strong flow of information from them about current and future demand Frequently liaise with customers, responding to their queries, resolving delivery or price queries, keeping a log of all issues and current status and ensuring the Commercial team are aware. Look for opportunities to mitigate costs, do things more efficiently and anticipate issues that may arise in future, communicating these to relevant stakeholders Provide clear ownership in all operational issues with a customer impact ensuring delivery of customer required outcomes and high levels of internal and external communication Measure customer satisfaction by ensuring all customer issues are captured and by running regular surveys of customers Undertake any further duties which may from time to time be assigned

Industry

Office