Customer Service Coordinatorat CDW Careers (UK)

Description

Bring your IT career and talents to CDW, where you can have a greater impact, be inspired by our mission and excited about your career and future. A Fortune 200 leader, we’re the driven professionals and technology experts companies turn to most to solve their IT challenges.

About CDW

CDW is a leading multi-brand provider of information technology solutions to business, government, education and healthcare customers around the Globe. A Fortune 500 company and member of the S&P 500 Index, CDW was founded in 1984 and employs over 15,000 coworkers, with headquarters across the United States, United Kingdom and Canada.

CDW prides itself on “making amazing happen”. Our relationships are fueled by our deep expertise and are grounded in the CDW Way.  Our empowering leadership makes things happen and inspires their teams to do the same.  From the teammates beside us to the leaders who guide us, we move forward together.

Job Summary

The primary purpose of the Customer Service Coordinator is to review, manage and action pre and post-sale queries for our public sector customers. The Customer Service Coordinator will be responsible for actioning our customers queries to a high standard, working with the wider sales support function and Team Leader to identify and understand any trending behaviour. 

The post holder will be responsible for managing the customer returns procedure for all UK Public Sector clients, which includes courier scheduling, return to stock, customer liaison etc.  The role may also involve supporting and assisting the wider CDW sales support function with quote generation, pricing queries delivery address updates and amendments and order management.

The position will report to the Sales Support Team Leader for Public Sector, but will have relationships with sales support, sales, credit services SOS and wider operations departments. The role will also involve developing relationships with internal business areas and suppliers as well as supporting Sales with customer interactions where necessary.

An understanding of the sales support function, the quote to order process and have a customer centric attitude are fundamental to the role.  You must be a confident communicator at all levels and work well as part of a team, with the ability to provide a high level of customer service.  Attention to detail and excellent customer service skills is critical for this role.

To excel in this role and deliver excellent customer service, you need to understand sales support and the quote-to-order process.  The post holders must display a customer-focused attitude, be a confident communicator, a team player and have a high attention to detail.

Key responsibilities

• Proactive Management of all customer queries.
• Management of customer returns from customer premises.
• Review and report on customer service trends and work to resolve recurring issues
• Work with the Sales and Sales Support teams to resolve queries.
• Quote generation for our public sector customers
• Order processing for our public sector customers
• Order & Address management for our public sector customers
• Liaise and build relationships  with suppliers, vendors and 3rd parties, including the use of portals and tools
• Use of internal tools for customer service and order processing (Microsoft Navision, CRM, Power Bi)
• Have a full understanding of the Escalation process and how to handle customer escalations and complaints
• Respond to and deal with email and phone communication effectively and efficiently
• Ability to take ownership and progress problems to a resolution

Qualifications, Skills & Experience

• Ability to prioritise your own time and meet strict deadlines and Achieve SLAs
• Strong analytical, and problem-solving skills
• Ability to report, interpret and analyse data
• Understanding the importance of customer service
• Strong verbal and written communication skills - must be a confident communicator at all levels.
• Knowledge of internal tools and systems (Navision, Power Bi, CRM, Microsoft Office suite)
• Consistency and accuracy in data keying with high attention to detail

Essential Attributes

• Highly enthusiastic, approachable and self- motivated to achieve personal and team targets, with the ability to prioritise workload effectively. A methodical and accurate approach to the job is critical along with a can-do attitude. As a fundamental member of the team, the role requires willingness for the team to succeed with a big emphasis on developing and improving processes and people. Attention to detail and the ability to respond to requests swiftly are critical for this role – must be good working under pressure to tight time scales. You must be a strong communicator, able to prioritise and escalate urgent matters in your own and the team’s workload, across internal departments and via suppliers.

More about CDW and your career with us:

At CDW, you’ll work with people who inspire you. People with positive, success-driven attitudes whom you will learn and forge strong relationships with. Bring your best true self — and your best ideas — to CDW.  Because diverse perspectives bring forth better problem solving — and better solutions for our customers in a rapidly evolving technology landscape.

CDW is an equal opportunity employer committed to maintaining a policy of non-discrimination towards all coworkers and applicants for employment in all aspects of employment. CDW does not discriminate against any applicant because of age, disability, gender reassignment, marriage and civil partnership status, pregnancy and maternity, race, religion/belief, sex, sexual orientation, veteran status, or any other basis that is prohibited by local employment law, including those protected by the UK Equality Act 2010. 

We encourage candidates from all walks of life to apply and join us in our mission of cultivating a culture of belonging, diversity and inclusion for better collaboration, innovation, and business results.

Together, we strive to create a workplace where everyone feels like they belong and is empowered to bring their full energy, capabilities and authenticity for coworker and business benefits. Will you be a part of it?

What we offer:

Life Assurance

Competitive Contributory Pension

Private Medical Insurance

Enhanced Maternity Pay

25 days holiday + bank holidays

Option to buy additional holiday

Dental Insurance

Season Ticket Loan + additional perks

Who we are:
CDW is a leading technology solutions provider to business, government, education and healthcare organizations across the globe. Our fingerprints can be found on technology in workplaces of more than 250,000 companies; from fresh-faced start-ups to international conglomerates. With the breadth of products and services we offer, there is no request too big or too small. 

What you can expect from us: Culture, coworkers, careers. 
CDW is not only the People Who Get IT but the People who get People. Our relationships are fueled by our deep expertise and grounded in the CDW Way. Our empowering leadership makes things happen and inspires their teams to do the same. From the teammates beside us to the leaders who guide us, we move forward together. At CDW, you’ll work with people who inspire you. People with positive, success-driven attitudes who you will learn from and forge strong relationships with. Bring your best true self—and your best ideas—to CDW. Because diverse perspectives bring forth better problem solving—and better solutions for our customers on a rapidly evolving technology landscape.