Candour Talent are currently recruiting for a Senior Customer Service Coordinator to join our client based in Chepstow.

Location: Chepstow

Employment Type: Permanent/Full Time

Working Hours: Monday to Friday

Salary: £30k - £32k

Job Overview:

The successful candidate will hold a senior position within the Customer Service team. You will act as a main contact for customers, as well as being a point of escalation and guidance for the team. You will also collaborate with internal departments and the Key Account Manager in order to build strong B2B relationships, resolve any issues effectively, and deliver a consistent, high-quality customer service experience.

Basic SAP (or equivalent) knowledge and experience is essential for this role.

Would suit a candidate with a background in manufacturing, heavy industry, distribution or similar.

The Role:

• Serve as the main point of contact for customers and build trusted, long-term relationships

• Support account activity, sales growth, customer communication, and service delivery

• Support with Key Account Management

• Update CRM

• Respond to incoming queries and work with internal departments to resolve customer issues quickly and effectively

• Investigate and manage complaints, returns, or credit requests

• Keep customers informed of relevant updates, changes, or delays

• Help to guide customers to use sales aids to support their understanding of products and services

• Prepare and share service-related reports (e.g., backorder updates, delivery status) using SAP and Excel

• Support preparation for and participate in customer meetings

• Act as the first point of contact for team members for day-to-day queries and workload prioritisation

• Provide guidance, coaching, and on-the-job support to team members

• Contribute to recruitment, onboarding, and training of new team members

• Monitor individual and team performance, escalating issues where necessary and recognising achievements appropriately

• Drive team KPIs

• Participate in internal meetings to highlight customer needs and identify service improvement opportunities

• Encourage a culture of continuous improvement within the team

The Ideal Candidate:

• Experience in a similar customer service, account coordination, or internal sales role

• Proficient with SAP (or equivalent), Excel, and CRM tools

• Experience leading or supervising a team - able to motivate and develop others

• Excellent relationship-building and communication skills

• Confident working with various internal departments to resolve issues and ensure excellent customer service

• Able to manage multiple tasks and priorities

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