Customer Service Coordinator - Strategic Accounts

Job Title

Customer Service Coordinator - Strategic Accounts

Location

Milton Keynes

Reporting to

Customer Operations Manager

Job Description

We are seeking a highly organised and commercially aware Strategic Accounts Customer Service Coordinator to manage and support our Strategic Partners. Reporting to the Customer Service Manager, this position ensures the smooth operation of daily service activities and contributes to delivering exceptional customer experience.

Responsibilities

• Act as the primary customer service contact for major strategic marketplace accounts across EMEA.
• Build strong relationships with account contacts to understand their operational needs and service expectations.
• Attend regular account review meetings and provide performance updates.
• Monitor and manage order flow from placement to delivery. Entering orders into SAP were required.
• Liaise with internal teams (logistics, warehouse, sales) to resolve issues and ensure timely fulfilment.
• Proactively identify and mitigate risks to order delivery or customer satisfaction.
• Produce orderbooks focusing on customer requirements and business targets
• Handle escalations swiftly and professionally, ensuring root causes are identified and addressed.
• Track and report on recurring issues, working cross-functionally to implement long-term solutions.
• Manage and input customer data including, pricing, part numbers and VAS
• Provide weekly and monthly performance reports tailored to each account.
• Assist customers with pricing, credits, invoices and terms.
• Collaborate with internal stakeholders to streamline processes and improve service delivery.
• Contribute to strategic initiatives aimed at enhancing customer experience for key accounts.
• Assist with updating customer supply pricing, part numbers and other VAS requirements in SAP in a timely manner.
• Attend any training and development courses.

Knowledge and Experience

Through a minimum of one to two years of general office experience, you must be able to demonstrate acquired skills and measurable success in each of the following areas:

• Excellent working knowledge of Microsoft Office, in particular, Excel
• SAP experience is desirable, but not essential
• Highly organized with strong attention to detail and ability to manage multiple priorities
• Strong understanding of B2B wholesale operations and service delivery within high-volume strategic retail or marketplace environments.
• Commercial awareness and ability to understand the impact of service on business performance
• Excellent verbal and written communication skills

Desirable:

• Experience supporting complex strategic retail or marketplace customers with demanding compliance, routing, EDI, and fulfilment requirements.
• Knowledge of logistics and supply chain processes.

This role is based in our Milton Keynes Office, 4 days in the office, 1 day from home.