Customer services coordinator

Customer Service Coordinator

Join our Team at Macphie

Firstly, let us introduce ourselves, Macphie are an internationally acclaimed family ingredient manufacturer, proudly situated in the picturesque and tranquil landscapes of Glenbervie in Aberdeenshire with sites in Glasgow and Midlands too. Our expertise spans across a spectrum of delectable delights, including sauces, bakery creations, and heavenly ice cream toppings. We also cater to the evolving culinary landscape with our plant-based and gluten-free offerings. Trusted partners to some of the globe's leading food brands, we are dedicated to transforming ideas and creativity into tangible, delectable solutions.

About the Role:

We are seeking a proactive and dedicated Customer Service Coordinator to join our dynamic customer service team. In this role, you will be based at our Glenbervie site and you will serve as a vital point of contact for our clients, ensuring a seamless and positive experience throughout the order and delivery process. Your exceptional communication skills and attention to detail will help address customer inquiries, resolve issues, and coordinate with internal departments to fulfill customer needs effectively. You will work closely with all internal and external stakeholders to ensure the highest level of customer satisfaction.

If you are passionate about providing excellent customer service and are looking to be part of a forward-thinking company that values quality and innovation, we would love to hear from you

Responsibilities

The Customer Service Co-ordinator will ensure all orders are entered accurately and processed in a timely manner to meet the customer's requirements, working with the relevant stakeholders to continually improve service level.

Main duties include:

- To provide an effective first point of contact with both UK and International customers, dealing with any queries or complaints in a professional and timely manner and in accordance with Macphie processes and values.
- Take joint responsibility for orders, ensuring details are entered accurately. This includes resolving any associated issues professionally and efficiently, to minimise any disruption to customers and the business.
- Actively develop effective working relationships with all key stakeholders across the commercial chain, in particular customers and the Macphie supply chain.
- Using an understanding of our capabilities and our customers' requirements, resolve any logistical and stock control issues in an effective and timely manner.
- In addition to the duties and responsibilities listed, the job holder is required to perform other duties assigned by the Customer Service Manager.
- At all times ensure that Health and Safety requirements are met in your area of responsibility in accordance with Company Health and Safety policy, procedures, practices and legislation
- The co-ordinator will also take ownership of any Customer Support initiatives as detailed by the Customer Services Manager and work with relevant stakeholders to effectively manage Non-Conforming Stock to maximise profitability for the company.

- Track record of success working in a customer facing service and dealing sensitively and effectively with customer issues
- Experience in Exports and working with international customers and freight forwarders is advantageous
- Excellent customer service skills
- Be able to make clear decisions, liaise effectively with other departments, and deliver the best outcome to satisfy customer needs
- Have good planning and organisational skills with an ability to react to operational demands
- High level of accuracy in checking and processing information
- Demonstrate excellent written and verbal communication
- Excellent IT skills
- Able to work on own initiative and as part of a team

Indulge in the Sweet Perks of Joining Macphie

At Macphie, we believe in crafting not only delightful culinary experiences but also providing our team with a recipe for success in their professional lives. Here is a taste of how we'll look after you as part of our Sweet Success:

- Annual Leave: Recharge your batteries with a generous annual leave entitlement of 23 days, plus 9 public holidays, giving you a refreshing total of 32 days to explore, relax, and savour life outside of work.
- Profit-Related Pay (PRP): Your dedication will not go unnoticed Enjoy conditional PRP, aligning with our company's performance and rewarding your commitment to our shared success.
- Pension Perks: Secure your financial future with our pension enrolment, where you contribute 5%, and we match it with a 3% employer contribution.
- Health and Wellness Buffet: We care about your well-being. Access our Employee Assistance Program, a 24/7 GP line, and indulge in our cycle-to-work scheme. Keep your mind and body in top shape with our Leisure Subsidy Scheme and free fruit offerings.
- Eco-Friendly Commute: Embrace sustainable living with our electric car charging stations. Enjoy the convenience of free parking while contributing to a greener planet.
- Lifelong Learning: Cultivate your mind with our company further education scheme and unlock opportunities for personal and professional growth.
- Family First: We support your journey into parenthood with enhanced maternity, paternity, and adoption pay.
- Exclusive Employee Benefits: Revel in exclusive benefits like an education bursary via our employee trust and Funeral Concierge provided by Everest Funeral Concierge Service, a brand-new benefit.
- Beyond Probation: Once you have passed probation over the initial three months, you will then be able to unlock an array of group benefits, including access to our Health cash plan & Westfield Health, permanent health insurance, and 3 x death in service life assurance.

To see all of the Macphie employee benefits please click here.

And now, let us talk about what we need from you:

Like every employer, legally, we require to check and confirm that you have the right to work in the UK. If we offer you a job and you accept, there are some checks that we need to complete before you can start with us. In addition to the above, we will also collect satisfactory employment references.

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