Customer Service Coordinator - Worcester

Kimal is an innovative manufacturer and distributor of customised procedure packs and vascular access devices, supporting clinical departments in more than seventy countries worldwide. Each year, we produce over two million products across a range of specialties including Cardiology, Radiology, Pacing, Laparoscopy, and Cardiac Surgery. Our pioneering central venous catheter technology is helping to reduce patient risk and improve outcomes in hospitals around the globe.

Customer Service Coordinator
Location: Worcester

Working Arrangement: Office-based role (no home working available)
Hours: 38.5 hours per week

At Kimal, we believe that success is built through collaboration and shared values. Across every role and team, we are guided by our values: Integrity, Positivity, Inclusion, and Kindness. These values shape how we support one another and create an environment where everyone can thrive. We are committed to building an inclusive workplace where everyone feels respected, supported, and able to do their best work.

We are looking for a Customer Service Coordinator to join our Customer Services team. This is an excellent opportunity for someone who enjoys working with customers and patients, coordinating orders, and delivering a high standard of service in a fast-paced environment.

About the Role

As a Customer Service Coordinator, you will act as a key point of contact for customers and patients, providing a professional, supportive, and empathetic service via telephone and email. You will play an important role in ensuring customer orders are processed accurately, enquiries are handled efficiently, and patients are supported with understanding and care where required.

Key Responsibilities

• Accurately process customer orders in line with company procedures and agreed service levels.
• Handle inbound and outbound customer communications to ensure expectations are clearly understood and met.
• Coordinate customer returns, ensuring processes are followed from start to completion.
• Respond to customer enquiries relating to product information, pricing, deliveries, agreements, tenders, and quotations.
• Communicate order updates to customers, including stock availability and expected delivery timelines.
• Coordinate shipments, invoices, and customs documentation in line with customer and country requirements.
• Work closely with Manufacturing, Planning, and Procurement teams to support on time delivery of products.
• Build strong working relationships with internal stakeholders including Sales, Supply Chain, Warehouse and Finance.
• Manage and resolve customer complaints in line with company procedures.
• Support continuous improvement activities to enhance service delivery.
• Carry out general administrative duties to support the effective running of the Customer Services function.

What We're Looking For

• Minimum of 2 years previous experience within a customer service, coordination, or administrative role.
• Experience handling customer enquiries, complaints, and order processing.
• Strong communication and interpersonal skills.
• Excellent attention to detail and organisational skills.
• Ability to manage multiple priorities and meet deadlines.
• Confident user of Microsoft Office and CRM or ERP systems.
• A proactive, customer focused approach.
• Customer service qualification (e.g. NVQ Level 2 or 3 in Customer Service).
• Experience working in a fast paced customer focused or supply chain environment.
• Experience coordinating shipments or working with order fulfilment processes.

Why Join Kimal?

• Competitive Salary & Pension.
• 25 days annual leave plus the opportunity to buy up to 2 extra days.
• A supportive and inclusive working environment.
• Opportunities to develop new skills and progress within the business.
• The chance to work for a company whose products positively impact patient care.
• Service and Recognition awards.
• Excellent Refer a Friend bonus scheme.
• Life Assurance.
• Free onsite parking.
• Cycle to Work Scheme.
• Discounted Gym Membership.
• Access to Fizz Benefits - our employee discounts and wellbeing platform.

Kimal is an equal opportunities employer, committed to building a diverse, inclusive, and high performing workforce. We value difference and believe that diverse perspectives help us innovate and deliver outstanding outcomes for patients, clinicians, and healthcare partners.

We are committed to providing an inclusive and accessible recruitment process. If you require any reasonable adjustments at any stage, please let us know and we will be happy to support you.