£27,000
Monday to Friday 8.30am-5pm
Permanent
Bridgend
We are absolutely thrilled to be working alongside our Award-Winning client as we look to recruit an Aftersales Customer Coordinator to join their incredible and dedicated After Sales Technical Team.
This role is perfect if you thrive in a customer-centric role, have a passion for delivering exceptional sales and customer service and are looking to continue your career working for a manufacturing market leader.
Full product training will be given, our client is a huge advocate in the development of their staff and retention of home-grown talent. The exceptional training you will receive to excel in this role will provide you with a platform to continue developing up through this business.
Your Role
Responsible for managing customer issues and complaints including the processing of credits and returns related to commercial, logistical and product-related matters.
Providing fair, timely and well-evidenced outcomes for both the customer and the business.
Coordinates investigations across multiple business functions.
Supports the continuous improvement of customer experience and operational processes.
You Responsibilities
Customer Complaint & Issue Resolution
Manage customer complaints, returns, credits, and after-sales issues from receipt through to resolution, ensuring fair, timely, and evidence-based outcomes for both customers and the business.
Investigation & Root Cause Analysis
Conduct investigations into customer issues, service failures, and product concerns, identifying root causes and recommending corrective and preventative actions to reduce recurrence.
Identify trends, recurring issues and potential risks from customer complaints, returns, credits and service performance, taking action to help prevent future occurrences.
Customer Communication
Maintain clear, professional, and proactive communication with customers throughout and after the investigation and resolution process, managing expectations and protecting customer relationships, ensuring actions have been completed and expectations met.
Credits, Returns & Claims Management
Coordinate and administer the end-to-end process for returns, credits, delivery disputes, and transport-related claims, ensuring compliance with company procedures and commercial controls.
Cross-Functional Coordination
Work collaboratively with Commercial, Operations, Production, Technical, Quality, Transport, and external service providers to investigate issues and deliver effective resolutions.
Reporting & Performance Analysis
Produce and maintain reports on after-sales activity, complaints, credits, returns, customer issues and trends, providing insights and prioritised recommendations that support operational and customer experience improvements.
Continuous Improvement
Identify recurring issues, process weaknesses, and service improvement opportunities. Support and track the implementation and effectiveness of agreed corrective and preventative actions, process enhancements, and best practice across the business.
Review aftersales data and customer feedback to identify improvement opportunities and provide recommendations to enhance products, processes and customer experience.
Process Governance & Documentation
Develop, maintain, and promote adherence to standard operating procedures, ensuring after-sales activities are managed consistently, accurately, and in accordance with company policies.
Risk Identification & Escalation
Recognise emerging customer, quality, commercial or operational risks and escalate concerns through the appropriate channels.
Training & Operational Support
Provide guidance, training and subject matter expertise to colleagues on after-sales processes, customer issue management, and related business procedures.
Customer Experience Advocacy
Act as the voice of the customer within the organisation, using customer feedback and issue trends to drive improvements that enhance customer satisfaction and reduce future service failures.
Proactively represent emerging customer needs, recurring sources of dissatisfaction and opportunities to prevent avoidable customer effort
Contractual Benefits
Monday to Friday (Office Hours)
4% pension contribution subject to the employee meeting their thresholds (5%)
24 days annual leave plus 1 when 2 years' service is achieved
Death in Services X2 salary
Cycle to Work scheme
EAP - mental health support
To Apply
Please click on the link to Apply - ensuring all your contact details and CV are thoroughly up to date.
We look forward to receiving your application.
Kelly
Search is an equal opportunities recruiter and we welcome applications from all suitably skilled or qualified applicants, regardless of their race, sex, disability, religion/beliefs, sexual orientation or age
Salary description
£27000.00 - £27000.00 per year