Customer Service Coordinator

Job Purpose

We are looking for a Customer Service Coordinator reporting directly to the Customer Service Team Leader. To be cross functional, managing all tyre product groups and tasks. This is a Local role, based in Warwick.

You will take ownership and use initiative in order management for a portfolio of customers and tasks in UK & Ireland in order to delight our customers. Responsible for meeting agreed sales and customer service targets and KPI’s. Working in close collaboration with the Sales teams to ensure our customers have on-shelf availability to suit our end consumers.

Communicating via telephony, email and Microsoft Teams to execute order management with the use of SAP and other tools available.

Query owning and end to end resolution, using all available tools and channels to delight our customers.

Utilizing all available contact channels / sales tools to increase sell out and improve customer service levels alongside Sales opportunities and campaigns to maximize sales. Including upselling products and turning queries into sale.

Be a Brand ambassador for Bridgestone, understanding our products and our customers’ requirements.

Liaise with our 3PL’s to ensure on time delivery service is met and communicated efficiently. managing customers’ expectations and ETA’s.

To build relationships with internal and external customers, encouraging growth and sales where possible.

Responsibilities:

• To take ownership in order management for a portfolio of customers in UK & Ireland. Responsible for meeting agreed sales and contact centre targets. Working in close collaboration with the Sales teams to ensure our customers have on-shelf availability to suit our end consumers.

• Utilise all available contact channels / sales tools to increase sell out and improve customer service levels alongside Sales opportunities and campaigns.

• Proactively manage a portfolio of customers to increase sell out in accordance with our sales growth plans.

• Maximise any opportunities to deliver early and deliver optimally wherever the possibilities arise in line with customer’s needs.

• Work in conjunction with Sales and Marketing to support key initiatives and product launches.

• Communicating with all 3PL Providers.

• Work with Sales teams to refine target customers and contact data to improve campaign efficiency and contact strategy.

• Pro-actively manage key campaigns for pre-defined customers to improve customer relations/satisfaction.

• Conduct customer satisfaction surveys to evaluate and improve Bridgestone service offering.

• Successfully communicate any order changes with a view to maintaining the ordered quantity and service levels where possible.

• Proactively see opportunities to advertise and enhance the Bridgestone brand power.

• Be the face/voice of Bridgestone externally and internally.

• Take responsibility for all customer queries relating to your agreed target customers and proactively manage it to resolution.

• Time and task management, to ensure every task is executed to a high standard.

• Able to use and promote the use of TyreLink to enhance our customers’ needs and experience.