Customer Service Coordinator

KEY COMPETENCIES

Milliken & Company is a global manufacturing leader whose focus on materials science delivers tomorrow’s breakthroughs today. From industry-leading molecules to sustainable innovations, Milliken creates products that enhance people’s lives and deliver solutions for its customers and communities. Drawing on thousands of patents and a portfolio with applications across the textile, flooring, chemical and healthcare businesses, the company harnesses a shared sense of integrity and excellence to positively impact the world for generations.

Discover more about Milliken’s curious minds and inspired solutions at  and on Facebook, Instagram and Linked In.

The German Speaking Customer Service Co-ordinator (UK, Europe, DACH) is to act as the initial and primary point of contact for all aspects of service and customer care. Responsible for overseeing a customer order from point of enquiry through to delivery and providing any subsequent support or information required. Working as part of a flexible and dynamic team whose aim is to provide a world class service to all internal and external customers, they will lead by example to ensure a high level of pride, service, reliability, and efficiency is maintained.

This role will specifically focus on supporting our customers and Milliken’s associated Sales Managers in the UK, Europe & DACH region.

Ensuring objectives of the Customer Services Department are met in line with business requirements. This includes but is not limited to:

• Developing and maintaining active working relationships with our customers (internal and external), especially key accounts and Milliken Sales Managers.
• Entering and managing all types of sales orders (in SAP) through to completion, including order entry, quotations, follow up on purchase orders, confirmation of shipment dates, assisting in tracking and expediting orders through production and shipping, delivery enquiries and tracking of shipments.
• Managing your open orders: overseeing customers’ projects from receipt of order through to the point of delivery on site, occasionally involving the need to identify special requirements to enable the appropriate shipping method to be selected.
• Remaining informed on the current status of customer orders and displaying an accurate status on internal systems/spreadsheets and able provide updates to business where required.
• Entering all customer complaints in SAP and co-ordinating the resolution of the complaint including examining records (for example invoices, proof of deliveries, purchase orders) to obtain facts about the complaint and liaising with other departments to collate necessary information and bring about a solution.
• Responding to enquiries (telephone or email) in a professional and timely manner and aiming to provide accurate and complete information. If an enquiry cannot be fully addressed at the first point of contact, providing an interim response setting clear expectations of the next steps and delivering on those commitments. Enquiries can include stock checks, lead times, ETA requests, product/technical information etc.
• Managing and resolving conflict when we are unable to meet the customers’ expectations, addressing difficult situations, using the telephone as the initial method of communication.
• Ability to identify issues which could potentially become problematic, offer solutions and react quickly to emergencies. In the event of escalation, provide Team Leader with viable recommendations to solve problems with estimated financial impact to the organisation.
• Enhancing opportunities for further business growth through excellent service and by proactively welcoming suggestions and seeking feedback.
• Proactively assisting the Team/other…