Customer Service Coordinator

Job Title: Customer Service Coordinator

Location: Glasgow (Hybrid - 3 days in office)

Job Type: Full Time, Permanent (40 hours p/w)

Who we are:

At Safehinge Primera we have a clear purpose.

Together we design for good.

We help protect people through vulnerable times.

We’re no start-up. We are an established, profitable, market-leader, supplying into 70% of NHS Trusts with the business growing quickly in the UK, USA and Australia. We are three times winner of the Design in Mental Health - Best Product award.

We envisage, design and deliver innovative products, which dramatically improve people’s lives in challenging buildings such as schools, hospitals and mental health facilities. Our designs make a positive difference.

We’ve got a track record of success designing and delivering best in class products that improve lives. We have grown significantly in the last three years and our aim is to reach £30m of global revenue in the next three years and increase our impact; through profitable growth we can help more people through vulnerable times.

Since launching just 10 years ago we have grown significantly both financially and operationally and now deliver our products in three continents. Growth is a continuing feature within our business, powered by our purpose to increase our impact; through profitable growth we can help more people through vulnerable times.

We are a fast-growing company who continually set the bar high for ourselves. We’re committed to continuously raising the standard of the sectors in which we operate. Importantly we do this together, as a team.

What you’ll do

The Customer Service Coordinator will be responsible for handling inbound customer queries (emails, phone calls, customer tickets), customer order processing, inbound quotation conversion, supplier purchasing and logistics. This role reports directly to the Lead Customer Services Coordinator.

Your main responsibilities will be:

● Answering the main company phone line, in/out mail and managing “info@” and “Sales@” email inbox and the customer ticket system.

● Provide support coverage to the customer helpdesk, administering the ticket stream inbox and initial response.

● Customer order processing in addition to liaising with customers over sales order status and delivery times.

● Inbound customer quotation processing for all products

● Purchase order processing

● Liaising with the logistics and supply chain teams in order to ensure that deliveries are made / customer expectations are met.

● Inbound call management and qualification before progressing to quotation or directing to another department via the appropriate ticket stream

● Maintain accurate data to create customer service scorecards

● Collate VOC feedback.

● Support with improvement activities to enhance Customer Services.

● Support general office management activities within our Glasgow office

What you’ll bring

At Safehinge Primera we look for people who will add to our organisation and align with our Purpose and Values. Your experience, skills and competencies will include:

● Previous experience in a customer-facing role.

● A resourceful self-starter who is confident and comfortable multi-tasking and problem solving

● Strong verbal, written and organisational skills

● Excellent IT systems skills (MS Teams / CRM experience is ideal)

● Highly-capable in dealing with numbers, finances and spreadsheets (Excel)

● Experienced in general office / customer facing environment within high-growth SME

● Continuously curious with a passion to learn and train on our product range

● Experience in freight and logistics operations is preferable

● Excellent people skills - you will be a natural people person whose values align with ours and are a strong team player

● Passion for continuous improvement

● Highly energetic and resilient

● Excellent telephone manner

What we’ll offer

● Competitive salary

● Discretionary profit share

● Death in Service benefit

● Annual leave increases with length of service

● Buying & selling holiday scheme

● Enhanced company sick pay

● Enhanced parental pay

● Cycle to Work Scheme/Electric Vehicle Scheme

● Discount gift cards

● Peer recognition programme

● Working hours for this role are Monday – Friday, 8.30am until 5.00pm

Please note that we’ve detailed the key responsibilities and output required from the role.

As we’re a dynamic and fast-moving organisation, this is not a de…