Customer Service Coordinator

Enhance your Career with TVS Supply Chain Solutions

Job Function: Service Delivery Coordinator

Job Term: Permanent

Job Region: Chorley

Posted Date: 14 Apr 2026

Overview: As a Service Delivery Coordinator, you will play a vital role in managing customer service operations for a diverse range of current clients at our Chorley Head Office as well as supporting calls and email queries for a new big client into Banbury. You will be the primary point of contact for our customers, handling a variety of tasks including issue resolution, collection arrangements, credit processing, case management, SLA & KPI management and managing claims for lost packages.

This position requires a strong focus on customer service, excellent communication skills, and the ability to coordinate across multiple departments and systems to ensure timely resolution of customer queries and challenges.

NOTE: Must be willing to move to a shift pattern in line with business needs if required.

• CRM Management: Use our CRM management system to log, track, and update customer inquiries, ensuring all data is accurately recorded and managed for effective resolution.
• Customer Communication: Manage customer interactions via phone and email, ensuring clear, professional communication and maintaining positive customer relationships.
• Arranging Collections and Raising Credits: Coordinate collections for returns or damaged goods and raise credits as needed to resolve customer concerns regarding invoicing or deliveries.
• Handling Lost Packages: Conduct investigations for lost packages in collaboration with our third‑party carriers. Raise claims forms and follow up on the status to ensure prompt resolutions.
• Cross‑department
  
  Collaboration:
  
  Work closely with internal departments (such as logistics, finance, and operations) to resolve issues raised by customers, ensuring timely and accurate solutions.
• Client Knowledge and System Familiarity: Gain in‑depth knowledge of up to 19 client accounts, learning their individual processes, preferences, and requirements. Navigate and manage 4 different systems and follow the procedures outlined in the new training matrix to effectively address customer needs.
• Support of new client take‑on: Support unblocking issues, liaising with DC operations to resolve issues.
• Employee of the month reward!

• Customer Service
  
  Experience:
  
  Proven experience working within a customer service environment, handling difficult customers and challenging queries.
• Problem‑solving Ability: Strong drive and determination to deliver excellent customer service, with evidence of going above and beyond to resolve issues and exceed customer expectations.
• Transport Handling: Experience in transport handling is an advantage, particularly in managing logistical challenges and resolving issues related to delivery or shipment.
• Strong Communication
  
  Skills:
  
  Confident and professional in communicating with both customers and internal teams. The ability to remain calm and effective under pressure is essential.
• Willingness to Learn: Demonstrated ability to learn new systems and processes quickly and effectively, with a proactive attitude toward acquiring new knowledge and skills.

• Strong problem‑solving skills and ability to handle multiple tasks simultaneously.
• High level of attention to detail, ensuring that all customer interactions and records are accurate.
• Ability to work independently and as part of a team to meet goals and objectives.
• A positive, customer‑focused attitude with a passion for providing exceptional service.

This role is based at the TVS Supply Chain Solutions Chorley Head Office. Occasional travel may be required to other sites.

Monday - Friday, on a rota'd basis in the office from 7 am to 6 pm. Shift patterns may be introduced to include weekend work and bank holidays on a rota'd basis. You must be willing to cover weekend and bank holidays and sickness as required.