Customer Service Coordinator Fixed term until Sept 2024

Cathelco is part of Evac group, and we are the world s leading provider of integrated water and waste management systems, as well as corrosion-protection systems, for the marine, offshore, and building industries. Our cutting-edge solutions and services have been helping leading global players in these industries to significantly reduce their environmental footprint for more than 40 years. With offices in 13 countries across four continents and representatives in more than 70 countries, we pride ourselves on being close to our customers wherever in the world they are located.

Purpose of the role

Be the dedicated point of contact for customers and provide an excellent customer experience.

Following the customer order process from order entry to invoicing. Collaborating efficiently with all relevant internal and external parties.

Ensuring on time-delivery as per first promise to customer of goods and related documentation.

Arrange transportation and/or the collection of goods from Evac premises and ensure all the necessary documentation is ready and accurate.

Work to achieve deadlines and KPI standards within the Dept itself as well as the Company.

Key responsibilities

Ensuring a good customer experience and satisfaction from order confirmation to delivery and invoicing. Being the dedicated point of contact to the customer throughout the order processing cycle.

Ensuring that the first promise to customer is aligned with product availability and set realistic target dates.

Ensuring data accuracy and completeness for all transactions, e.g. delivery details, contact information, payment method, letters of credit, transportation mode, incoterms, delivery notes, invoice documentation etc.

Liaise with Production regarding lead times and eventually releasing orders to them.

Ensuring On-Time Delivery to meet customer requirements whilst keeping the Customer informed of any delays & progress of order.

Escalating any issues with relevant departments and/or own Manager.

Confirming customer purchase orders, creating invoices, delivery notes and credit notes within agreed timescales

Performance reporting, On-time Delivery (OTD), Customer Satisfaction (NPS) and other KPI as defined by operational needs and group management.

Operating as part of the spares team to support the full sales process.

Relationships required

Recognising the Customer Service mindset needed in role and maintaining a good working relationship with external stakeholders including our own Group entities, Agents and Customers, ensuring any disputes are resolved quickly and professionally.

Ensure a good and effective working relationship within the team and other internal departments such as Sales, Procurement, Production, and external logistics service providers.

Key requirements

An open can do attitude, self-starting, strong time management and organisational skills are an essential requirement to fit into this role.

Previous experience in providing excellent Customer Service is essential.

To be open to any training to improve your standard of work is a must. Our Customer Service Dept. is at the centre of the action and the learning curve will be steep.

Excellent communication skills are required for dealing with international customers, overseas entities and various internal departments, such as Production, Sales, Purchasing, Credit Control & Technical)

High level of attention to detail and ability to manage workload effectively is essential.

Ability to work well with others in a team and build relationships with third parties is essential.

Previous experience of working within despatch and knowledge of working with freight forwarders or couriers is desirable.

Important qualities include integrity, accountability, empathy, humility, resilience, vision, influence and positivity.

Understanding of the business KPI s and how to apply them in the workplace, Safety, Quality, Delivery and Performance.

Previous experience in using ERP/MRP (SAP Business One desirable)

Intermediate use of Microsoft Office tools particularly Outlook, Excel, Word, and PowerPoint.

Ability to demonstrate excellent time management skills.

Qualifications sought but not mandatory

• GCSEs in Maths, English, Science Grades C or above.

• ITOPS

Limits of Authority

• Confirming the customer order within the approved production and material lead times.

• To select the most economical method of transport for any delivery given the time constraints provided by the customer.

• To ensure all orders are managed within Company guidelines.

• To ensure all credit notes are correctly authorised prior to issuing.

• Work within standard T&C s.

What we offer
We offer you an exciting position in a global business. Together with the team around you, you will have the chance to help us achieve our vision of a future with no waste. As a working environment, we offer an inclusive and safe culture where colleagues know and trust each other.

Interested joining us?

Great, we are looking forward to hear from you!