Customer Service Co-ordinator

The Role

We are seeking a proactive Export Co-ordinator to lead our small export customer service team to ensure that the UK & Ireland Region meets and exceeds Export Cutomers’ demands and expectations with regards to service delivery and total customer satisfaction, through effective order handling and query investigation and resolution.

Key Responsibilities

• Proactively co-ordinate workload and manage the team on a day to day basis to ensure that work is allocated and service meets a consistent and high standard of service.
• Ensure all customer orders are processed in an accurate and timely manner in line with set deadlines, including proactive management of the order confirmations. This including processing orders, through to shipment and invoicing.

• Working closing with ACCO facilities and Suppliers for direct shipment orders. Process includes processing orders, through to shipment and invoicing.
• Efficient and logical management of administration and documentation in relation to customer’s orders, enquiries and queries.
• Work closely with the ACCO sales team to ensure a collaborative approach to the management of Orders and monthly sales figure reporting.
• To handle all communications both internal and external in a professional, polite and efficient manner.
• To identify potential service issues, proactively contacting the customer to clarify and resolve the query offering alternative products or services as applicable.
• To establish and maintain a good working relationship with direct team members and develop and maintain effective links with other departments to ensure customer queries are answered efficiently.
• To work closely with the company’s designated shipping agency to ensure all shipments leave with the correct documentation.
• Proactively seek to stay updated with export shipping and Custom legislation changes, ensure ACCO remains compliant.
• Look for and actively promote any method for increasing sales value

• To motivate the team, encouraging their participation and contribution to the wider activities of the department and company
• To ensure the team are trained and achieve required levels of service
• Support the team with query escalation and act as first point of contact when dealing with complaints, supporting issues etc
• To hold regular team meetings
• To work closely with Customer Service Operations Director to provide accurate management information, KPIs and metrics to share team performance
• To work alongside key stakeholders, supporting the wider Customer Service team where necessary
• Visit key customers to build and strengthen relationships – where applicable
• To host and manage HMCE contact and visits from an export perspective ensuring regulation compliance (where applicable)
• To lead or provide support for Customer Service projects as required
• Ensure compliance to Company policies and Sarbanes Oxley through all transactions and procedures
• To maximise potential and improve capability of the team through the use of performance management process and the encouragement of proactive personal development

What We're Looking For

• 5 years proven experience in an Export Customer Service environment
• Evidence of leading and developing people
• Good knowledge of Export shipping documentation
• Good understanding of Incoterms
• Experience of letter credit handling
• Strong analytical and problem-solving skills with the ability to successfully interact with customers, colleagues and internal partners to problem solve and achieve goals
• Excellent communication, organisational, self-motivating and planning skills

• Hands on attitude, with a strong, collaborative work ethic

• Excellent communication, organisation and planning skills
• Adaptable to change
• Excellent MSOffice skills  - (MS Outlook, MS Excel, MSWord)

• Demonstrates a good commercial awareness
• Level 4 Chartered Institute of Export & International Trade Qualification