Job Description

Senior is an international, market-leading, engineering solutions provider with 26 operating businesses in 12 countries. Senior designs and manufactures high-technology components and systems for the principal original equipment manufacturers in the worldwide aerospace, defence, land vehicle and power & energy markets. The Group is split into two divisions, Aerospace and Flexonics, servicing five key sectors.

Company: Senior Aerospace BWT

Job Title: Customer Service Coordinator

Reporting To: Customer Service Manager

Location: Commercial Office

Scope and Purpose of The Job:

The Customer Service Coordinator is responsible for managing a portfolio of several key clients, delivering a pro active and efficient service end to end, from order processing to order delivery and account development.

Main Duties and Responsibilities:

Customer Relations Management

• Manage a portfolio of key customers in order to fully understand their requirements developing a consultative and partnership approach.
• Remain sensitive and vigilant to changes in customer mood reporting any issues to management. This is an essential part of the role requiring strong communication and listening skills.
• Respond to customer enquiries in a professional and timely manner, giving notice of any technical, commercial, quality or manufacturing issues including the distribution of any relevant paperwork. Where the response has been drafted by another department ensure that it has Commercial endorsement and always check to ensure the latest price list and Commercial considerations have been used.
• Liaise with Quality and Technical Departments on all customer product returns to establish liability and corrective action plan. Respond to customer concerns in a professional manner at all times and highlight organisational and operational shortcomings to management.
• Monitor the progress of designated customer orders reporting back to senior management and the customer as and when necessary. Instigate and drive corrective actions to ensure good customer relations are maintained
• Provide Management with information on sales enquiries, response times, lead times and customer orders in the agreed format on a timely basis.
• Communicate, investigate and provide input into resolving supply issues.

Transactional Management

• Process customer enquiries, orders and change requests by raising the necessary paperwork accurately and on time through liaison with other departments to ensure deadlines are met and response times reduced in accordance with company procedures.
• Maintain, review and update price and customer lists.
• Actively pursue debtors in conjunction with the Customer Service Manager
• Instigate and/or attend project meetings to ensure new business is introduced in a professional, consistent and timely manner.
• Keep and maintain accurate records and files for all related business activity and archive as per the Company policy.

Training

Familiarisation training and regular updates will be provided in the following areas:-

• Customer base
• Senior Aerospace BWT product knowledge
• Administration procedures
• Company structure and operating procedures
• ERP system overview

Additional Information

Benefits:

• 31 days holiday per year (including 8 bank holidays)
• Up to 5 additional days' holiday on completion of 8 years' service
• Christmas eve Off when Christmas Eve falls on a working day
• 37 hours per week – Early finish on Friday
• Company Sick Pay: 20 days paid per rolling 12-month window (following 12 months' service)
• Pension up to 11% Employee & 15% Employer
• Free Life Insurance of 6 x Basic salary
• 2 hours paid hospital appointments
• Enhanced Company Maternity & Paternity Pay
• Attendance Bonus
• Cycle to work scheme
• Holiday Buy/Sell Scheme
• Parking facilities
• On-site physiotherapy service
• On-site Counselling service
• Flu vaccination service
• BWT subsidised family days out
• Discounted days out
• Employee Appreciation Events