Handle day-to-day customer enquiries, management of orders through the supply chain, artwork coordination and tooling ordering, tooling origination recovery, liaising with other departments/suppliers to meet customer requirements, inventory/stock management and associated forecast analysis, complaint reporting and pro-active resolutions to challenging situations. Deliver world-class customer service in a fast-paced environment to delight customers and grow our business. Customer Services Coordinator - Fordham Our DS Smith site in Fordham is seeking a Customer Services Coordinator to join us in delivering upon our customer service strategy to achieve service excellence. The focus is to deliver world-class customer service in a fast paced environment to delight our customers, grow our business and contribute towards achieving and exceeding Fordham’s goals and targets. What aspects are involved in this role? The role entails being the primary internal point of contact for a defined customer base, working and supporting both the internal and external teams to achieve business objectives and service goals with the responsibility of managing your allocated client accounts. You will be responsible for the following… Processing new and repeat customer orders within defined lead dates and agreed customer service level agreements; Co-ordinating artwork preparation in liaison with external artwork suppliers and seeking prompt artwork approval and order tooling to meet production timelines; Recovering origination spend through proactive customer invoicing; Analysing customer forecasts and forward plan stock replenishment orders to meet pending demand in line with defined lead dates and agreed customer service level agreements; Pro-actively reducing made to order stock residing in the warehouse through daily review and customer liaison; Placing purchase orders for non-manufactured products within the DS Smith network or external suppliers to meet customer requirements; Acknowledging customer complaints and report dissatisfaction/failures in line with procedures; Discussing solutions with customers and follow through those actions to ensure customer is satisfied and where appropriate, complaint resolved; Building strong relations with the Territory Manager by sharing internal and external information, and acting as the main liaison for other areas of the business to provide a united service to customers; Building strong relations with customers, gaining insight to their business. Keeping them informed of the current status of their orders or answering any other queries that may rise at either the company’s or customer’s directive; Working with the team and other colleagues (our internal customers) within the company to improve team and cross-departmental relations, flexibility and efficiency in our service offerings; Continually challenge and develop our process flows and methods of operating to deliver upon our customer excellence programme; and Any other ad-hoc duties as required. What we would like our candidate to have… Ability to demonstrate how our corporate values – Caring, Challenging, Trusted, Responsive and Tenacious – will be applied in the workplace Proven track record of performing at a high level in a fast paced customer service environment Computer literate, with a good understanding of Microsoft Office software Ability to prioritise & manage own workload Evidence of continuous learning and development during career Exposure to a manufacturing environment Working with Integrated Business Systems Location: Fordham, Newmarket Benefits: Competitive Salary 33 days holiday including Bank Holiday Company Sick Pay Scheme after qualifying period Employee Referral Programme Pension scheme Employee assistance programme Cycle to work scheme Shopping discounts DS Smith is a leading provider of sustainable fibre-based packaging worldwide, which is supported by recycling and paper making operations. We play a central role in the value chain across sectors including e-commerce, fast moving consumer goods and industrials. Through our purpose of 'Redefining Packaging for a Changing World' and our Now and Next sustainability strategy, we are committed to leading the transition to the circular economy, while delivering more circular solutions for our customers and wider society - replacing problem plastics, taking carbon out of supply chains and providing innovative recycling solutions. Our bespoke box-to-box in 14 days model, design capabilities and innovation strategy sits at the heart of this response. Headquartered in London and a member of the FTSE 100, DS Smith operates in 34 countries employing around 30,000 people and we are a Strategic Partner of the Ellen MacArthur Foundation. Our history can be traced back to the box-making businesses started in the 1940s by the Smith family.
