Customer Service Coordinator

Location:
Milton Keynes

Hours:
Full time, Monday to Friday

Package:
Basic salary up to £30,000 (dependent on experience) plus bonus & flexible benefits package including up to 27 days holiday (plus additional annual leave purchasing scheme)

Sector:
Packaging Distribution/E-commerce

We’re dedicated to protecting what matters most – our people, our customers, our communities and the environment. At Macfarlane Packaging, our commitment to customer satisfaction, sustainability and continual improvement creates a highly collaborative, supportive and friendly workplace where you can unpack a career that grows.

With history stretching back over 75 years, we offer stability whilst always striving for continual growth. Our fast-paced, results-driven approach will challenge and often stretch you, but it will also give you opportunities for personal and professional development. Every colleague has the chance to directly influence our success, leading to real job satisfaction and achievement at all stages of your career.

We provide competitive pay and personalised incentives, alongside adaptable benefits to make your rewards package go further. Our business values commitment, diligence, teamwork, adaptability and a thirst for learning – so if this sounds like you, come and join us to help drive change that enables businesses to plan for a better future.

We’re looking for an enthusiastic and customer-focused Customer Service Coordinator to join our growing online division, based at our Milton Keynes site.

This is a fast-paced, varied role where you’ll become a key point of contact for a portfolio of customers, helping to ensure every interaction delivers an outstanding customer experience. You’ll manage customer enquiries, support sales order processing, chase orders and coordinate closely with our logistics, procurement and courier teams to ensure customer requirements and delivery commitments are met.

Working as part of an established and supportive team, you’ll build strong relationships with customers and colleagues alike, while developing a sound understanding of our products, systems and processes.

• Act as a key point of contact for customer accounts, providing responsive and professional support throughout the customer journey.
• Maintain regular contact with customers to understand their needs and ensure consistently high service standards.
• Handle incoming and outgoing calls, resolving customer queries and keeping customers informed of progress.
• Process sales orders and undertake associated administration accurately and efficiently.
• Proactively chase customer orders and liaise with internal teams to ensure requirements and delivery commitments are met.
• Work closely with logistics, procurement and courier partners to coordinate fulfilment and resolve any delivery or service issues.
• Develop a strong understanding of our product range, internal processes and administration systems.
• Maintain accurate and up-to-date customer information and activity on our CRM system.
• Investigate and process customer credits where appropriate.
• Build effective working relationships across the wider business to ensure a joined-up and first-class customer experience.

• Demonstrable experience within a fast-paced customer service, customer support or similar role.
• Excellent customer service skills and a genuine customer-first approach.
• A confident and professional telephone manner, with the ability to build rapport quickly.
• Strong written and verbal communication skills.
• Experience of sales order processing and associated administrative activities.
• Experience using CRM systems, with the confidence and aptitude to learn new systems…