Customer Account Coordinator
WHO ARE WE?
The NSG Group is a global leader in glass manufacturing in three business areas: Architectural, Automotive and Creative Technology.
Our mission is to change our surroundings and improve our world. We work towards our Vision which is based on the strong belief in our long\-held values: sincere and ethical culture, commitment to safety and technology and respect for people.
THE ROLE
A vacancy has arisen for a Customer Account Coordinator within the Customer Services Team based at our European Technical Centre, Lathom, nr Ormskirk. The role will report direct to the Customer Services Manager. There is an opportunity for hybrid working within the role.
The main purpose of the role is to act as the main point of contact between customers and Architectural UK \& Ireland for the order fulfilment process, including proactively processing and communicating customer demands to the order fulfilment chain in a cost\-effective timely manner and ensuring all issues are brought to a speedy resolution.
Key responsibilities include but are not limited to;
- Monitoring customer ordering patterns and minimise deviations from forecast expectations, within constraints of customer account status
- Capture customer enquiries and relate to Sales and Market Planning to identify sales and marketing opportunities.
- Meeting the monthly customer contact plan agreed with Sales.
- Achieving lead time targets for order processing to release to distribution and for enquiry handling.
- First time accuracy of transactional processing including sales orders and claims.
- Handling queries, enquiries, approved product sample and literature requests, complaints and claims and resolving them within agreed timescales
- Ensuring customer logistics data (delivery requirements etc) is maintained accurately for a group of customers.
- Ensuring that deliveries are made in line with agreed dates and co\-ordinating communications with customers and internal and external departments following any changes to these dates
- Ensuring that deliveries are scheduled and communicated in line with despatch and transportation capabilities
- Raising of appropriate documentation to cover orders and claims
- Periodically report the status of supply for a defined group of customers and recommend actions as appropriate
- Working hours are 37\.5 hours per week, Monday to Friday 8\.30am – 5\.00pm. Flexi hours scheme is available.
- 25 days holiday per annum, rising to 27 days with service, plus declared public holidays.
- Staff Bonus Scheme – pays up to 10% of basic salary and based on business targets and not guaranteed
- Free car park
- Staff restaurant
- Group personal pension plan with up to 8% employer contributions
- Cycle to Work Scheme
- Onsite gym
We see trust and freedom helping our people to flourish and do the best work of their careers \- delivering our vision of a more sustainable society.
Around the world we see collaboration across our teams, from talented crafters and creators to expert thinkers and makers, all inspiring and supporting one another.
Together we find balance, create quality, and pioneer the future of glass.
NSG Group. Create. Inspire. Belong.
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