Customer Service Coordinator

Do you have a passion for delivering excellent customer service?

Have you got the desire to improve health and lives?

Charles River Laboratories are excited to be recruiting for a Customer Service Coordinator to join our Margate site on a permanent basis. During training, there is expectation for the incumbent to be onsite 5 days/week. Once training has been completed, the role will become a hybrid role with travel to site expected 2/3 days a week. 

In this role, you’ll be providing dependable and professional customer service to our client base. Daily tasks include: responding to product enquiries and efficient order co-ordination and processing. 

What you’ll be doing:

•    Act as the main point of contact for customer enquiries and orders. Maintain and develop the quality of services offered to customers.
•    Enter product orders, including changes to existing orders; issue Customer Alerts, record Lost Orders and send order confirmations as required.
•    Validate accuracy of entered orders.
•    Accurately communicate price quotations, product availability, product information and delivery schedules in a timely manner.
•    Liaise with other departments as and when necessary to effectively process orders and satisfy customer requirements.
•    Resolve problems; document and respond to customer complaints. Follow up complaints to ensure that customer expectations are satisfied.
•    Record new business opportunities using the appropriate databases. 
•    Follow, deal with or route appropriately any queries received.
•    Ensure that the correct documentation and permissions are obtained for imports and exports in a timely manner.
•    Monitor and report on quality of services.
•    Contribute to continuous improvement.
•    Assist with training of new Customer Service Representatives and Administrative Support on order entry and department procedures.
•    Promote good work practices and enhance working relationships.
•    Attend regular team meetings.
•    Contribute to the maintenance and document an efficient Quality Management System.
•    Ensure that all Health and Safety regulations are adhered to, liaising with the H&S officer where appropriate.
•    Carry out other reasonable duties that may or may not be related to the job as requested by the management.

Candidate Profile

Education and Experience: 

•    Minimum of A Level qualification (English and Maths preferred) or equivalent. 
•    A further Customer Service accreditation (eg, NVQ in Customer Service or similar) is advantageous
•    Demonstrable industry-led experience in an office base customer service role, working with external clients and customers is essential.

Skills:
•    Ability to communicate fluently at all levels, both verbally and in writing, and both within the organisation and with customers across different mediums – email, phone, Teams.
•    Able to effectively work in a busy environment to tight deadlines and can utilize excellent time management skills to prioritise tasks. 
•    IT literacy (must be proficient in the use of windows-based software, particularly word and excel) with ability to use various databases and pick up these skills quickly. 
•    Ability to work on own initiative as well as part of a team with capacity of assimilating and digesting a large variety of related technical data.
•    Strong interpersonal skills, able to build and foster working relationships across different teams, always maintaining a high level of professionalism. 

Candidates must be able to travel to our Margate site. 

All applicants must have full and permanent Right to Work in the UK, as we cannot provide sponsorship for this role now or in the future. 

The salary range for the role is £26,500+/annum + bonus + benefits. Please note that the salary varies within the range based on factors including, but not limited to, experience, skills, education, certifications, and location.