Customer Services Coordinator

About the Job

To serve as the primary contact for responding to, and processing, customer orders and enquiries.

The role of the Customer Services Coordinator is to administer orders and address enquiries from both external customers and the Barenbrug sales team. In addition, the position involves general administration duties within Barenbrug’s Operations Team as well as in-person trade enquiries.

Efficiency and accuracy are essential, to ensure that our customers are dealt with in a prompt, polite and professional manner. The role entails the daily processing of orders, relaying information internally and externally as needed, using a variety of databases, in order to service customer requirements.

The role involves significant customer contact and the ability maintain strong relationships with customers, sales team members and the wider Barenbrug team.

This is cross-functional position where you will be expected to work alongside other teams to ensure timely delivery of product throughout the supply chain.

Key responsibilities

Customer Service

• Process sales orders, ensuring they are completed within the appropriate time-frame. Deal with incoming email and telephone enquiries from internal and external
customers
• Process orders in a timely manner, ensuring action is completed within agreed timeframes. This will include supporting our Grass Seed Online service as required.
• Ensure seed ordering procedures around selection of seed lines, order confirmation, dispatching and invoicing are followed to a high level of accuracy.
• Inform the customer services team leader of any significant issues raised by customers around orders or delivery times.
• Establish effective relationships by ensuring queries are identified, addressed and successfully concluded.
• Continually look for improvements in service delivery and processes.

Administration

• Daily office maintenance and administrative support
• Invoice processing
• Processing of customer credit requests
• Liaise with hauliers and/or couriers as required, resolving problems as they arise
• Liaise with other departments to ensure stock optimization and accurate allocation of product to fulfill orders
• Processing of walk-in sales
• Assist in the administration and processing of Grass Seed Online e-commerce platform Teamwork
• Work proactively with other managers in the business
• Build confidence, accountability, and collaboration across operational teams.
• Embrace a culture of open communication, continuous learning and shared problem-solving.
• Identify training needs and opportunities to support growth and cross-functional understanding.
• To undertake any other company business that may be reasonably required from time to time

Key Relationships

Commercial Managers and Regional Sales Managers
Supply chain team
Operations staff
Warehouse/storage teams
Trade customers
Grass Seed Online team

About You

The ideal candidate would show evidence of the following skills/experience/attributes:

• Strong customer service ethic with internal and external customers, and high degree of personal integrity.
• Interpersonal and communication skills with face-to-face, phone and email customer interactions
• Forward thinking with the ability to resolve customer issues in a timely manner.
• Ability to create and maintain relationship with key stakeholders.
• High level of accuracy and attention to detail
• Agricultural/agronomy related degree, or experience of farming, is not essential, but would be welcomed
• Willing and keen to learn
• Punctual and effective management of their workload and time
• A team player who can also work on their own initiative if required
• Positive personality
• Adaptable and able to adjust to fluctuating workloads
• Resourceful/proactive
• Customer service/customer-facing experience
• Professional telephone manner
• Microsoft 365 experience and/or experience of using other in-house data systems