Customer Service Coordinator

We are looking to recruit a highly skilled and conscientious Customer Services Coordinator to join the team based at our Daresbury site. The job holder will operate, maintain and continuously improve customer and administrative support systems with the aim of assisting the Company in achieving its sales and serviceability objectives. The successful candidate should be willing to actively engage and contribute their knowledge, to aid the progression of customer services, ensuring effective communication and contribution to the Company’s service in exceeding customer expectations. We are offering a starting salary of £27,000 for this role.

Mast Group Ltd. are a world class manufacturer and supplier of diagnostic products for clinical, industrial and veterinary testing. As an independent company, since 1959, our commitment to maintaining integrity and customer satisfaction, combined with innovation in in-vitro diagnostics, has resulted in improved clinical decisions and pathways. 

THE ROLE

• To provide excellent proactive service to customers and achieve KPIs set and reported on regularly.

• First point of contact for customer queries via email and telephone.

• To build good working relationships with customers and distributors.

• To provide effective communication to customers during interactions, adhering to time frames for maintaining positive working relationships.

• Operate the administrative and order processing functions of the company, following processes and ensure continuous improvement.

• Work closely with other departments such as sales, marketing, warehouse and logistics etc.

• Working with the Quality Department with regards to complaints and CAPAS raised ensuring feedback to Customer Services Team Leader following resolution to benefit ongoing team development.

• Assist sales teams in ensuring quotations and tenders are processed in line with deadlines and standards.

• Lead resolution of queries, issues and complaints relating to UK and export orders in a timely manner, ensuring clear communication at all times

• To be a primary contact for intercompany order management 

• To issue credit notes when authorised by senior management 

• Contribute to the management of stock allocation in relation to back orders 

• Ensure prompt shipment of product to customers in the UK and internationally

• Experience of checking credit notes alongside Finance 

In addition to the specified duties the Customer Services Coordinator is expected to perform additional tasks that the company may require

THE PERSON

• GCSE or equivalent in maths and English 

• Experience of using an ERP system such as SAGE.

• Minimum of 2 years experience of working in a customer service environment, including direct customer contact.

• Ideally experience of working in UK and Export markets is desirable

• Ability to use Microsoft office systems – excel in particular 

• Proven experience of demonstrating attention to detail and accurate input of data to various systems.

• Experience of managing customer accounts to a high standard. 

• Proven experience in time management and maintaining deadlines i.e. respond to enquiries within 24 hours. 

• Ability to plan and prioritise workload and work under pressure effectively 

• Excellent communication skills both written and verbally and the ability to build positive relationships at all levels both internally and externally.

• Willingness to carry out and learn new tasks 

In addition to the specified duties the employee is expected to perform additional tasks when 

reasonably called upon to do so.

We want someone who demonstrates our Company values:

CoMmitted

ReliAble

ReSponsible 

InTegrity