Job Description:

Customer Service Coordinator

Osprey Engineering Solutions are currently hiring on behalf of a leading supplier of pneumatic and automation components such as pneumatic cylinders, valves, fittings, air preparation units, electric actuation and fluid control products to OEMs, maintenance teams, end users and a UK-wide network of authorised distributors. They are looking for a Customer Service Coordinator to join their growing team.

The role

As Customer Service Coordinator you will be the first point of contact for customers and distributors. You will process orders, quotations and enquiries accurately, keep customers informed on stock and delivery, and work closely with our warehouse, workshop, technical and sales teams to make sure every order arrives on time and right first time. This is a busy, varied role suited to someone who is organised, enjoys solving problems and takes pride in looking after customers.

Key responsibilities

• Receive and process customer and distributor orders received by phone, email, EDI and web, entering them accurately onto the ERP system.
• Check stock availability, pricing and lead times, and confirm orders to customers promptly.

• Handle incoming calls and emails professionally, resolving queries at first contact wherever possible.
• Prepare quotations and follow them up in line with sales team priorities.
• Use product catalogues and part numbers to identify the right components, referring technical questions to the technical support team.
• Build strong working relationships with key accounts and our authorised distributor network.

• Log and manage returns, credits, delivery issues and complaints through to resolution.
• Liaise with carriers and couriers on shipments, including any export paperwork.
• Keep customer records, pricing and account details up to date.

Skills and experience

Essential

• Experience in customer service, sales order processing or sales support.
• Confident, professional telephone manner and clear written communication.
• Strong attention to detail with numbers, part codes and pricing.
• Good working knowledge of Microsoft Office, especially Outlook and Excel.
• Experience using an ERP or order processing system.
• GCSEs (or equivalent) in English and Maths at grade 4/C or above.

Desirable

• Experience in an industrial, engineering or technical distribution business.
• Knowledge of pneumatics, automation or fluid power products.
• Experience working with distributors or trade customers.
• Familiarity with export documentation and international shipping.