Order Processing Customer Service Coordinator

Overview
Testo is a world leader in the design, development and manufacture of portable test and measurement instrumentation. Backed by nearly 70 years of measuring engineering experience our mission is to provide the best quality, service, and value in the industry. Testo is a major supplier to HVAC/R engineers, industrial, food \& pharmaceutical companies in the UK \& Ireland.

We are seeking a proactive, customer focused and highly organised individual who is passionate about delivering an exceptional customer experience. The successful candidate will be a strong team player with excellent communication and interpersonal skills, capable of building positive relationships with customers and colleagues alike.

You will be comfortable speaking with people from all levels and walks of life, adapting your communication style to suit the needs of each customer whilst maintaining a professional and approachable manner. Strong customer service skills are essential, as you will be responsible for ensuring customers receive a consistently high standard of support throughout their journey with Testo.

This role requires someone who is not only happy to handle inbound customer enquiries, but who is equally confident making outbound calls to customers, providing updates on orders, deliveries, repairs and other service related matters. Whether the news is positive or challenging, you will communicate openly, professionally and with empathy, ensuring customers remain informed and supported at every stage.

We are looking for someone who takes ownership of issues, remains solution focused and actively seeks ways to resolve challenges rather than simply highlighting problems. You will have a positive, can\-do attitude, enjoy working in a fast paced environment and be motivated to continually improve both your own performance and the service provided to our customers.

Most importantly, we are looking for an individual who wants to make a real impact, someone who will embrace the role, bring new ideas, strengthen customer relationships and help take our Customer Service function to the next level.

The Role \& Responsibilities:

• Support the day\-to\-day operations of Testo Instrument Manager.


• Provide support for all user issues related to the portal.


• Ensure the accuracy and completeness of data in the portal.


• Review incoming orders to ensure accuracy of pricing, product information, discounts and delivery requirements.


• Provide a professional and responsive service to customers via telephone and email.


• Act as a first point of contact for customer enquiries relating to orders, products, deliveries and account information.


• Maintain accurate customer records and order information within company systems.


• Liaise closely with Sales, Service, Logistics and Finance teams to ensure seamless order fulfilment.


• Manage customer returns, exchanges and credit requests in accordance with company procedures.


• Raise and process Return Merchandise Authorisations (RMAs).


• Process pro\-forma invoices and provide administrative support to the sales process.


• Coordinate courier bookings and shipment arrangements with Logistics where required.


• Log, investigate and coordinate customer complaints, ensuring timely resolution and customer satisfaction.


• Support customers with warranty\-related enquiries and process warranty returns.


• Track and follow up outstanding quotations and customer enquiries to support business conversion rates.


• Assist with stock\-related queries and liaise with internal departments regarding product availability.


• Ensure customer service inboxes are effectively managed, and all enquiries responded to within agreed timescales.


• Produce reports and maintain records relating to order processing, customer service activities and departmental KPIs.


• Support continuous improvement initiatives by identifying opportunities to enhance customer experience and operational efficiency.


• Maintain a thorough understanding of company products, services and processes.


• Support the wider Customer Service and Sales teams with administrative duties as required.


• Undertake any other reasonable duties consistent with the level and responsibilities of the role.

• Previous experience in a customer service, sales administration, order processing or coordination role.


• Excellent communication and interpersonal skills.


• Strong organisational skills with the ability to prioritise a varied workload.


• High level of accuracy and attention to detail.


• Proficient in Microsoft Office applications, particularly Outlook, Word and Excel.


• Experience using ERP/CRM systems (SAP experience advantageous).


• Ability to build effective relationships with customers and internal stakeholders.


• Professional, positive and customer focused approach.


• Ability to work independently and as part of a team.


• Problem\-solving mindset with a proactive approach to resolving customer issues.


• Full UK driving licence and access to your own vehicle, with the flexibility to travel between company locations when required.

• Opportunity for career development and progression.


• Supportive and collaborative working environment.


• Training and development opportunities.


• 20 days Annual Leave, additional 3 days for Christmas \+ Bank Holidays


• Birthday ‘day’ off


• Group Personal Pension Plan (5% Employer 3% Employee)


• Group Life Assurance \& Group Income Protection


• Employee Assistant Programme


• Ride to Work Scheme


• Free Onsite Parking


• Open Plan Office Environment


• Early finish on Fridays


• Office closes for Christmas and reopens in the New Year

Pay: £28,000\.00\-£32,000\.00 per year

Benefits:

• Casual dress


• Company pension


• Cycle to work scheme


• Free parking


• Health \& wellbeing programme


• Life insurance


• On\-site parking

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