VA1397 Technical Customer Service Co-ordinator (Active Design Factory)

Active Design
Role: Technical Customer Service Co-Ordinator
Benefits: Free on-site parking, Legal and General pension contributions, 25 days annual leave with increase to 28 days after 5 years continuous service, paid sick leave with continuous service, Employee Assistant programme

Active Design is leading manufacturer of wheelchair special seating products and clinical seating services. The company has been involved in the design, development and manufacturer of postural management equipment for over 30 years. Our products are manufactured at our factory in Aston, Birmingham using a wide range of production techniques.

We are seeking to recruit an enthusiastic Technical Customer Service Co-Ordinator that would work within our factory based in Birmingham. The role will provide professional, responsive customer service and first-line technical product support to Active Design customers. The role coordinates customer enquiries and orders from initial contact through manufacture and delivery, acting as a key link between customers, sales, production, planning, quality, engineering and logistics.

The postholder will ensure orders and records are accurate, technical information is communicated clearly, delivery expectations are actively managed, and complex or safety-critical matters are referred to the appropriate specialist.

• To act as a primary point of contact for customer enquiries received by telephone, email or other agreed channels.
• To resolve routine customer queries promptly and professionally, taking ownership through to closure and escalating unusual, complex or high-risk issues to the Customer Service Manager or relevant specialist.
• To take and process customer orders accurately, checking customer details, product codes, quantities, pricing, delivery requirements and any supporting documentation.
• To verify product availability and delivery dates, and coordinate with Planning, Production and Logistics to expedite orders where appropriate.
• To provide customers with approved product information, specifications, data sheets, samples, certification and other technical documentation.
• To provide samples or detailed product information to customers and potential customers following agreed processes.
• To maintain accurate and complete customer, quotation, order and correspondence records in company systems.

We are looking for someone to work 40 hours per week Monday to Thursday between 8am to 5pm with a half hour unpaid lunch break and 2 x 15-minute breaks (paid) and Fridays 7am - 1pm.