Customer Experience Co-ordinator

The Opportunity

Your role as a Customer Experience Co-ordinator for James Cropper is to support the wider customer service and supply chain function in delivering a world class premium customer experience to global customers purchasing from the organisation.

At the heart of James Cropper’s business strategy, you carry out a key function in the administration of service delivery to potential and existing customers, being the professional front face of the department and wider business.

Office based, you will work closely with the rest of the Customer Experience Department, acting as a one stop shop to triage and respond efficiently to inbound customer queries, and collaborate with internal departments to optimise the service experienced by customers.

Being part of a wider Supply Chain function in the business, you will demonstrate our organisational ethics and behaviors underpinned by our values: Responsible, Forward Thinking and Caring

Key Accountabilities

Customer Enquiries:

Manage and monitor inbound customer enquiry mailbox – handling, responding to and/or distributing enquiries as required.

Record customer complaints within set systems.

Answer incoming calls to the department, conducting initial assessment of leads before routing opportunity to the relevant internal stakeholder.

Assisting with requests for stock checks and taking messages when required.

Order Processing & Management:

Process stock orders from customers ensuring communication of order confirmation within set timeframes.

Raising UK invoices from load sheets and sending to customers by e-mail or post.

Co-ordinating intercompany orders and invoicing; providing seamless communication between the departments.

System input of UK and Export making orders in line with required cut off dates and procedural standards.

System Management:

Monitoring of leads via the CRM, assigning to colleagues as necessary.

Allocation and co-ordination of the daily contract review process.

Sample Requests:

Input customer requests for samples and follow up outcome of receipt with the customer; referral to the Customer Experience Representative or Commercial Department to qualify a lead where required.

Customer Satisfaction Surveys:

Complete touch point surveys and collate comprehensive report to share with the Customer Experience Manager for analysis.

General administration & housekeeping within the department including filing, archiving and mail distribution.

Provide administrative support to the Customer Experience Manager by keeping SOP’s and key documentation updated and taking minutes and actions from team meetings; providing administrative assistance to the Customer Experience Representatives as required.

Adherence to and achievement of individual and departmental Key Performance Indicators (KPIs) and short to long term objectives.

Provide a proactive input into goal setting, annual planning processes, and team meetings in line with organisation goals and personal development.

Training/qualification to set standards (customer service and supply chain)


What will make you successful?

GCSE Grades 4 (C) or above in Math’s and English; or equivalent.

Previous experience of working in a fast-paced, customer facing environment including interaction with others is advantageous.

Good numeracy and literacy skills.

Excellent computer literacy including use of Microsoft packages and bespoke programs.

Strong organisation skills with an ability to manage a varied workload to achieve targets & deadlines, whilst maintaining a good level of productivity and attention to detail.

Prioritisation and time management skills.

Effective communication skills with both external and internal customers showing professionalism, respect, integrity and honesty at all times.

Adaptable and flexible to enable the department to deliver an all-round exceptional customer experience.

Why James Cropper PLC?

James Cropper is a specialist paper and advanced materials manufacturer in north-west England with a strong ambition to grow in its chosen markets. This is a fantastic opportunity to join a rapidly-growing listed company with more than 175 years of heritage that thrives on innovation.

A business of around £100m, it has important market shares in the USA, China, the Far East, Europe and the UK. We are renowned globally for colour expertise, dedicated responses to challenging custom projects and award-winning commitment to the highest standards of sustainability.