Customer Resolution Manager

Customer Resolution Coordinator

Maesteg

Salary negotiable depending on experience

We are looking for a proactive and customer focused Aftersales /Customer Resolution Coordinator to join our client’s Commercial team

In this role, you will manage customer complaints, returns, credits and aftersales issues, ensuring timely and effective resolutions. Working collaboratively with teams across the business, you will investigate problems, identify root causes and support continuous improvements to their products, processes and customer experience.

Key responsibilities

* Manage customer complaints, returns, credits and aftersales queries from start to finish.

* Investigate issues, identify root causes and recommend corrective actions.

* Maintain clear and professional communication with customers.

* Work with internal teams to resolve commercial, product and delivery issues.

* Analyse customer feedback and aftersales data to identify trends and improvement opportunities.

* Maintain accurate records, reports and procedures.

The Person

* Organised, analytical and confident managing customer issues, with a strong focus on finding solutions and delivering excellent customer service.

* Experienced in customer service, complaints handling or aftersales support.

* Strong problem solver, investigative and communication skills.

* Experienced in analysing data and preparing reports.

* Proficiency in Microsoft Office, particularly Excel, and experience using CRM or similar systems.

Experience in manufacturing, construction products, logistics, quality management or continuous improvement would be advantageous but not essential