Job Title: Customer Service & Logistics Coordinator
Location: Manchester
We’re looking for a proactive and detail-oriented Consumer Service Coordinator to join our team in Manchester. As part of Spectrum Brands, home to leading household names such as Remington, Russell Hobbs, and George Foreman, this role is central to delivering exceptional consumer support across our Retailers and Direct-to-Consumer (DTC) channels. You’ll be responsible for managing consumer queries and reviews, supporting service operations, and driving continuous improvement in performance and ways of working.
The Role
This is a dynamic role that requires ownership, initiative, and a collaborative mindset. You’ll work closely with internal teams and external partners to ensure a seamless consumer experience, contributing to Spectrum Brands’ commitment to quality and innovation.
Duties will include:
- Respond to consumer queries, reviews, and service requests across multiple channels with empathy and professionalism.
- Manage the full lifecycle of consumer liability claims, including negotiation and resolution.
- Liaise with insurers and legal teams, providing accurate documentation and claim histories.
- Process orders, returns, and credits using SAP, ensuring timely and accurate resolution.
- Monitor and manage outstanding orders, cancellations, and undelivered parcels.
- Act as the first point of contact for third-party helpdesks and consumer support teams.
- Provide administrative support for non-core SAP activities (e.g., sample orders, direct dispatch).
- Collaborate with investigation technicians to resolve product-related issues.
- Review and manage orders to ensure smooth processing.
- Identify and implement improvements to service processes and consumer experience.
- Perform ad hoc tasks to meet evolving consumer needs.
About You
To be considered for this role, you must have:
- In-depth understanding of liability processes and consumer claims handling.
- Experience working with insurers and legal teams on consumer-related matters.
- Strong communication skills with the ability to de-escalate and resolve consumer issues effectively.
- Proficiency in Microsoft Office, especially Excel and Word.
- Excellent attention to detail and accuracy.
- Strong time management and prioritisation skills.
- Professional telephone manner and confident written communication.
- Self-motivated with a proactive approach to problem-solving.
If you’re passionate about delivering outstanding consumer experiences and thrive in a fast-paced environment, we’d love to hear from you.
Benefits
- 25 days holiday + Bank holidays
- Company Pension
- Life Assurance
- Healthcare plan
- Colleague discount
- Hybrid working (3 days on site, 2 days WFH)