Customer Service Coodinator FTC

About the Role

As a Hospital Customer Service Coordinator, you will manage the data and processes that keep our order fulfilment running smoothly. From processing customer queries to handling pricing, billing, and account management, you’ll ensure a seamless, reliable experience for every customer, every day.

• Process daily customer orders and queries within set timelines
• Allocate EANs for EDI mapping and perform daily system updates
• Release and manage backorders in line with SLAs
• Troubleshoot blocked or held electronic orders
• Investigate orders that have not reached Fulfilment

• Create and process invoices and additional charges each month
• Resolve disputed invoice queries
• Conduct monthly pricing checks and correct discrepancies
• Support new customer account setup (commercial & compliance checks)

• Validate data and identify discrepancies
• Investigate transactional errors and implement corrective steps
• Maintain NHS Supply Chain and TPS portals
• Produce ad‑hoc reports as needed

• Work closely with teams across Commercial, QA, Warehouse, and Transport
• Respond to the shared inbox in a timely manner
• Support mass customer communications during holiday delivery changes

• Experience with JDE, Salesforce, or similar systems
• High‑volume order processing
• Previous involvement in invoice query resolution
• Comfortable working with deadlines and competing priorities
• Experience with data management/reporting tools (a plus)
• Previous experience in phone‑based customer service

• Strong problem‑solving and root‑cause analysis abilities
• Excellent accuracy and attention to detail
• Confident managing large data sets
• Strong written, verbal, and phone communication skills
• Effective stakeholder management
• Strong numeracy and organisational skills

• Advanced Excel skills (VLOOKUP, pivot tables, formulas)

The role is offered on a 12 month contract.

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