Aftersales Technical Coordinator; Construction Manufacturing

£27,000

Monday to Friday 8.30am-5pm

Permanent

Bridgend

We are absolutely thrilled to be working alongside our Award-Winning client as we look to recruit an Aftersales Customer Coordinator to join their incredible and dedicated After Sales Technical Team. This role is perfect if you thrive in a customer-centric role, have a passion for delivering exceptional sales and customer service and are looking to continue your career working for a manufacturing market leader.

Full product training will be given, our client is a huge advocate in the development of their staff and retention of home-grown talent. The exceptional training you will receive to excel in this role will provide you with a platform to continue developing up through this business.

Responsible for managing customer issues and complaints including the processing of credits and returns related to commercial, logistical and product-related matters. Providing fair, timely and well-evidenced outcomes for both the customer and the business. Coordinates investigations across multiple business functions. Supports the continuous improvement of customer experience and operational processes.

• Customer Complaint & Issue Resolution
• Manage customer complaints, returns, credits, and after-sales issues from receipt through to resolution, ensuring fair, timely, and evidence-based outcomes for both customers and the business.
• Investigation & Root Cause Analysis
• Conduct investigations into customer issues, service failures, and product concerns, identifying root causes and recommending corrective and preventative actions to reduce recurrence.
• Identify trends, recurring issues and potential risks from customer complaints, returns, credits and service performance, taking action to help prevent future occurrences.
• Customer Communication
• Maintain clear, professional, and proactive communication with customers throughout and after the investigation and resolution process, managing expectations and protecting customer relationships, ensuring actions have been completed and expectations met.
• Credits, Returns & Claims Management
• Coordinate and administer the end-to-end process for returns, credits, delivery disputes, and transport-related claims, ensuring compliance with company procedures and commercial controls.
• Cross-Functional Coordination
• Work collaboratively with Commercial, Operations, Production, Technical, Quality, Transport, and external service providers to investigate issues and deliver effective resolutions.
• Reporting & Performance Analysis
• Produce and maintain reports on after-sales activity, complaints, credits, returns, customer issues and trends, providing insights and prioritised recommendations that support operational and customer experience improvements.
• Continuous Improvement
• Identify recurring issues, process weaknesses, and service improvement opportunities. Support and track the implementation and effectiveness of agreed corrective and preventative actions, process enhancements, and best practice across the business.
• Review aftersales data and customer feedback to identify improvement opportunities and provide recommendations to enhance products, processes and customer experience.
• Process Governance & Documentation
• Develop, maintain, and promote adherence to standard operating procedures, ensuring after-sales activities are managed consistently, accurately, and in accordance with company policies.
• Risk Identification & Escalation
• Recognise emerging customer, quality, commercial or operational risks and elevate concerns through the appropriate channels.
• Training & Operational Support
• Provide guidance, training and subject matter expertise to colleagues on after-sales processes, customer issue management, and related business procedures.
• Customer Experience Advocacy
• Act as the voice of the customer within the organisation, using customer feedback and issue trends to drive improvements that enhance customer satisfaction and reduce future service failures.
• Proactively represent emerging customer needs, recurring sources of dissatisfaction and opportunities to prevent avoidable customer effort

• Monday to Friday (Office Hours)
• 4% pension contribution subject to the employee meeting their thresholds (5%)
• 24 days annual leave plus 1 when 2 years' service is achieved
• Death in Services X2 salary
• Cycle to Work scheme
• EAP - mental health support

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