Customer Service Coordinator

Reports to:

Customer Services Team Leader

Job Purpose

An opportunity is available to join the Hong Kong Customer Service team. Reporting to the Customer Services Team Leader, the CS Coordinator will provide excellent customer service  by effective order management in collaboration with CPL Production Units. In addition, they will ensure that customer requirements are properly recorded and are met by working closely with various other departments like Sales, Sales Co-ordination, Logistics, and Production.

Tasks and Responsibilities

Communication

• Display excellent communication skills, both orally and in written format in emails
• Handle customer enquiries via telephone & email
• Be thorough and clear in all communication
• Provide excellent customer service

General Duties

• Ensure customer requirements are properly recorded in our internal systems and met
• Manage order entry
• Raise and manage customer complaints throughout the whole resolution process
• Manage and carry out any other duties as assigned
• Promote CPL's values and best practices
• Solve problems through investigation and research and shows judgement in decision making

Order Management

• Process customer orders for the Sales division
• Liase between the customer and the customer service team at our Brixworth manufacturing and logistics for deliveries and orders
• Cooperate with the sales team and sales coordinators to assist with pricing and order related enquires
• Distribute order confirmation and any other documentation relating to orders as per the customers' requirements and CPL's quality standards
• Liaise with CPL's Accounting Dept. when needed

Conduct

• Adhere to CPL policies and procedures
• Support other members of your team

Skills and Attributes Required

Qualification / Experience

• Must have at least 5 years' experience in Customer Service
• Must have strong skills in Microsoft Office and ability to work with Microsoft Dynamics AX

Skills and Knowledge

The ideal candidate will:

• Be self-motivated with positive attitude
• Be customer-oriented
• Able to work independently and as team player
• Willing to work on continuous improvement personally and within the customer service team
• Pay attention to detail
• Be thorough and clear in their communication
• Have good time management with the ability to meet deadlines
• Be an effective problem solver
• Be able to multitask, even when under pressure
• Have exceptional organization skills

Attributes

• Must display and demponstrate attitudes in line with Company Values