Customer Service Coordinator

Salary: £26,000 pa

Industry: Business Support

Job Type: Permanent

Location: North West

Reference: 28191-sw

Expiration date: 02 March 2018

JOB PURPOSE: To be the focal point for all customer queries. Incorporating the full gamut of customer services from quotes, technical help, customer set up, receipt and process of all customer orders in accordance with customer requirements and quality procedures.


To co-ordinate with manufacturing operations, hauliers and other involved parties (e.g. toll manufacturers, Customs officials, etc) to ensure correct details and paperwork to enable timely despatch of goods to a global customer base.

To provide information and support to Unifrax, Widnes commercial and marketing functions ensuring business objectives are met.

To represent the customer base and be effective in resolving issues both internally and externally.

Ensure that customers see Unifrax Widnes as a professional “customer focused” supplier and drive excellence in customer service.


Ascertain the potential of enquiries and any risk, quote, request  customer setup and direct to Sales, technical where appropriate.
Process orders and co-ordinate the despatch of product to meet agreed requirements in a cost effective fashion.
Manage short-term customer critical issues around logistics and administration (e.g. vehicle delays, product availability, custom clearing delays, etc).
Monitor services from hauliers, toll converters, couriers and action change where necessary in line with company tender agreements.
Participate pro-actively in the appropriate Operations/Corrective Action Teams to ensure customer needs are met and continuous improvements are planned, achieved and measured.
Measure performance against customer service standards and agree corrective actions to ensure that the very highest possible level of customer service is achieved.
Actively input requirements to Unifrax' Sales and Operations Planning System by collating accurate and detailed data on stocks and sales, including customer forecasts and variances.
Ensure that Unifrax Procedures, systems, standards, continuous improvement and best ways of working, relating to both customer service and the business as a whole are understood, implemented, maintained, and developed as appropriate.

The business is conducted on a global basis, carrying overseas stocks, supplying several different grades to very technically distinct market segments in lots ranging from 5 to 3500 Kg by road, sea and air.
The office based Commercial team is small (3 in total), and therefore the jobholder has to act in an independent, self-start manner. 
The role requires that the individual manages distribution issues in all parts of the world, and also requires understanding of the ability to reconcile the often conflicting requirements of customers, hauliers, freight forwarders, toll converters and production.  Previous customer service experience  is essential along with experience of SAP in a commercial field.  Knowledge of stock process in SAP would be advantageous.  Experience  in the chemical/technical materials sector is preferred but not essential.

The job holder requires a number of competencies:
A high level of computer literacy SAP, Excel, CRM systems essential
Sound export/logistic knowledge
Results orientated individual
Passionate about customer service
Strong attention to detail
Highly organised and able to manage own work load and priorities
Strong effective team player
Flexibility to cover fluctuating demand within a small team
Excellent interpersonal, persuasion and communication skills