Job Description

This is a unique an opportunity to join this super group of people and share in our success. We merged in January 2025 and are the market leader in each of the sectors we serve, via our Commercial, Domestic, Residential and Service divisions. And we want to grow. With growth comes more opportunity to invest in products, infrastructure and most importantly in you. Let's begin by setting out our ambition. We want to extend our position as market leader across our sectors and build a great place for everyone to work. We'll achieve this by continuing to be entrepreneurial, that's the mindset which got our brands to where they are today, customer-focused, competitive and best-in-class operationally.

JOB TITLE:

Customer Experience Coordinator

EMPLOYING ENTITY:

Dutypoint Limited

EMPLOYMENT BASIS:

FTC - 6 months

LOCATION:

Office

HOURS OF WORK:

40 hours per week

REPORTS TO:

Customer Experience Team Leader

PURPOSE OF ROLE:

The Customer Experience Coordinator is focused on processing orders, owning the customer lifecycle from order to delivery. To be in the centre of the company, liaising with all departments to champion the customer. Through process and procedure, continuously deliver the best and ensure the customer is at the centre of all activities.

TEAM DESCRIPTION:

This department is all about supporting customers, whether it be getting an update for a customer's order or arranging a delivery to site.

RESPONSIBILITIES:

Responding to Customer Telephone Calls and Emails Sales Order Processing (SOP) and Purchase Order Processing (POP) Monitoring and management of various inboxes, and other administrative tasks to support the wider Customer Support Team Produce and send Order Acknowledgements to customers and complete delivery update calls Liaison with numerous areas of the business including Logistics, Purchasing and Accounts. Ensuring timely Sales Order Processing and effective handover to the procurement and production team in line with the project delivery requirements Answering mainline incoming meeting performance metrics

MEASURES OF SUCCESS:

Answer around 10 to 15 mainline phone calls Maintain 0 outstanding CRM communications Production despatch tracker updated 48 hours in advance Order acknowledgements issued same day 80% of orders issued delivery date within 24-48 hours of processing

KNOWLEDGE AND SKILLS:

Experience in working with customers who purchase technical equipment Excellent written and verbal communication skills comfortable in networking with internal and external contacts Competent Level of IT Skills Interested in technical products and solutions A level of commercial acumen

ATTRIBUTES:

Self-motivated, tenacious, inquisitive, driven to succeed, and results oriented - want to win Friendly demeanour that can build relationships easily Can do attitude Operate as part of wider team Excellent organisational skills, with a high level of attention to detail
Job Type: Fixed term contract
Contract length: 6 months

Work Location: In person