Customer Services Coordinator
West Auckland
Full Time / 12-month Fixed Term Contract

Do you want to work for a company who...

• cares for its employees & customers in equal measure?
• is serious about sustainability & the environmental impact of its products & processes?
• can provide a long-term future & personal development for those who aspire?

If yes, then read on to find out more about the job on offer at Smurfit Kappa.

An exciting opportunity has arisen for a Customer Service Coordinator to join our existing team as cover for maternity leave at West Auckland. 

Reporting to the Customer Service Team Leader, the main purpose of this role is to provide excellent customer service and to be the primary customer contact for day-to-day communications.  The Customer Service Coordinator will fulfil the needs of the customer in line with agreed business processes and customer service level agreements. The successful candidate will meet and exceed the needs of the customer whilst maintaining an operational focus and deliver results that take in to account the interests of all stakeholders.

Key job requirements:

The main duties of the role will include:

Operational Responsibility

• To manage customer expectations around order placement and delivery against agreed SLAs.
• Manage stocks against agreed levels (to be reviewed quarterly) to ensure balance between OTIF levels, production capacity and aged stock.
• Manage order book in line with transport planning to ensure timely delivery whilst minimising cost impact to the business.

Communication – Planning

• Liaise with other departments to maintain the most cost effective and efficient service throughout the company and ensure that customers are fully informed of issues affecting production or timescales.
• To create, maintain, and enhance effective working relationships with all internal and external customers.

Skills, Knowledge, and Experience:

• A genuine interest in working with and helping customers.
• Good communication and presentation skills.
• Good presentation and a polite, tactful, and friendly character.
• A good understanding of numbers and planning.
• The ability to be flexible, decisive, and quick thinking.
• The ability to handle complaints and difficult situations in a patient, calm, and effective way.
• An understanding of computer systems and Excel.
• Develop good, productive working relationships with internal and external customers.

What we are looking for in a person:

• Good ‘team player’ with the willingness to support others in the team when challenges arise.
• Resilience to prolonged periods of disruption affecting day-to-day workload.
• Ability to explore all options/solutions in the event of disruption to the planned production to minimise impact for the customer.
• Ability to take a ‘hands on’ approach to problem solving before escalating to the CS Team Leader or CS Manager.

What's on offer:

• 25 days annual leave (plus 8 statutory) as standard
• Contributory pension scheme (plus ad hoc access to independent financial advice)
• Training & development
• Free on-site parking
• Employee Assistance - 24/7 free & confidential support to both you and your family
• Access to on site mental health and wellbeing support
• Regular health assessments (role dependent)
• Cycle to work scheme

Who are we?

We are a market-leading manufacturer of sustainable paper-based packaging. We care deeply about the health, safety and wellbeing of our employees, the communities in which we operate, and the service provided to our customers. 

We have an incredibly loyal and capable workforce who we invest time in developing and encourage to reach their full potential; and you too could become a valued member of our ‘family’.

We strive to create a fully inclusive working environment where people from all backgrounds are free to be themselves and succeed. We value different perspectives, skills and experiences and welcome applications from all communities.   

We are:

• A Disability Confident Employer and guarantee an interview to candidates who meet our essential criteria.
• Open to considering flexible working, such as part-time hours, hybrid working and other flexible options.
• Happy to offer a wide range of Family Friendly policies including emergency time off for dependants and to provide generous maternity, paternity and adoption leave provisions for our valued colleagues.