Customer Experience Coordinator

About NVD

A family owned business, established in 1980, NVD was set up to assist vehicle manufacturers in the timely and incident free distribution of their products. We've established ourselves as a one stop shop providing the three main pillars of outbound logistics, including transporting, storing and enhancing our customers' vehicles, prior to delivery to their end location. Since 1980 NVD has been at the forefront of pioneering the digitisation of the FVL industry. As early adopters of emerging technology we have been able to introduce huge efficiencies saving time and money for our customers. Our unwavering commitment to progress and continual service improvement remains at the heart of our business today.

Role Summary

As a Customer Experience Coordinator, you will support the delivery of excellent service across our key customer accounts by helping to coordinate vehicle movements and services throughout the supply chain.

Working closely with Account Managers and operational teams, you will assist with processing customer orders, monitoring vehicle activity, updating systems, preparing reports, and ensuring customers receive timely updates on their vehicles.

You will play an important role in delivering excellent customer service, helping to resolve day to day operational issues, and ensuring customer requirements are communicated effectively across the business.

This is an excellent opportunity for someone looking to develop a career in customer experience, customer operations, logistics or account management. You'll gain exposure to the full vehicle supply chain while building strong customer service, communication and problem solving skills.

Pay and Benefits

• Salary depends on experience
• Pension Scheme
• Death In Service Benefit
• Digital GP Service
• Employee Assistance Programme
• Annual Leave Purchase Programme
• Long Service Awards
• Staff Purchase Schemes:
  • Tyres
  • Tools
  • Bike to Work
  • Discounted Gym Membership

Key Responsibilities

• Act as a key point of contact for customer enquiries, providing timely updates and ensuring a positive customer experience.
• Support the coordination of customer orders through the NVD supply chain, from vehicle arrival through to delivery.
• Monitor vehicle and order activity, proactively identifying potential delays or issues and escalating where appropriate.
• Liaise with internal departments including Operations, Transport, Vehicle Processing, and Finance to ensure customer requirements are met.
• Assist with the preparation of service reviews, customer meetings, and performance updates.
• Investigate customer queries and service issues, coordinating with internal teams to achieve prompt resolution.
• Support the delivery of agreed service levels by tracking activity and following up on outstanding actions.
• Identify opportunities to improve customer experience, communication, reporting, and operational processes.
• Contribute to the continuous development of customer service standards and best practices across the team.
• Provide general administrative support to the Customer Experience and Account Management teams as required.

What We are Looking For

• Previous experience in a customer service, administration, logistics, or coordination role.
• Strong communication skills with the confidence to interact professionally with customers and colleagues.
• Excellent organisational skills and attention to detail.
• Comfortable using business systems and Microsoft Office applications, particularly Excel.
• Able to manage multiple tasks and prioritise effectively in a fast paced environment.
• A positive, proactive attitude and willingness to learn.
• An interest in logistics, operations, or account management would be advantageous.

Equal Opportunities Statement

National Vehicle Distribution is an equal opportunity employer committed to fostering a diverse and inclusive workplace. We value openness, innovation, customer focus, and operational excellence. Our organisation actively promotes equality and prohibits discrimination based on gender, marital/civil status, family status, age, disability, sexual orientation, race, religion, or membership of the Traveller community, in accordance with Irish and UK equality legislation. We encourage applications from all qualified individuals and are dedicated to creating an environment where everyone can thrive and contribute to our shared success.