Customer Service Coordinator; FTC

Customer Service Coordinator (FTC)

DS Smith – Burscough, England – Fixed‑term contract to cover maternity leave with start as soon as possible.

Primary internal point of contact for a defined customer base, working with internal and external teams to achieve business objectives and service goals. Deliver world‑class customer service in a fast‑paced environment to delight customers and grow our business.

• Handle day‑to‑day customer enquiries and manage orders through the supply chain.
• Co‑ordinate artwork preparation in liaison with external suppliers, seek prompt artwork approval and order tooling to meet production timelines.
• Analyse customer forecasts and forward‑plan stock replenishment orders to meet pending demand while balancing stock levels.
• Process new and repeat customer orders within agreed lead dates and service level agreements; up‑sell to encourage further business.
• Acknowledge and resolve customer complaints in line with procedures, following through to satisfaction.
• Maintain accurate customer account documentation, price lists and account notes.
• Collaborate with the team and cross‑departmental colleagues to improve service offerings, challenge and develop processes.

• Educated to A‑level standard or equivalent experience.
• Experience in a fast‑paced customer service role; manufacturing environment desirable.
• Proficient in Microsoft Office and Excel; meticulous attention to detail.
• Excellent written and verbal communication skills; passion for delivering exceptional customer service.
• Ability to effectively manage workload and work with Integrated Business Systems.

• Caring, Challenging, Trusted, Responsive and Tenacious – demonstrate these values in the workplace.

Own health and safety while at work; raise unsafe acts and report incidents to management.

DS Smith is an equal opportunity employer; we welcome applicants from all backgrounds.