Customer Service Coordinator

Do you take pride in creating great experiences for your customers and are you ready for a new challenge? If that's a yes, we have an exciting opportunity to welcome someone into the Customer Service Team here at Saint-Gobain PAM's Ilkeston Head Office (and later in the year in our new offices at Bilborough). to support us in our aim to ensure that our customers' needs are fully understood and at the heart of everything we do.

PAM are part of Saint-Gobain UK & Ireland and is the premier supplier of ductile iron products and solutions to the UK's key utilities, telecoms, highways, civil engineering and construction industries.

This role can be worked on a hybrid basis with two days in the office required per week. PAM also offers an early finish once a week at 1.30pm.

What we're looking for:

Our Customer Service Team are key to our aspiration to Be Our Best as they influence all elements of our customers' experience. You would be joining a collaborative group of dedicated and skilled individuals who work hard to Make It Happen every day. The team work closely with colleagues in sales, planning, supply chain, stockground and despatch so it would be a great way of getting to know how the rest of the PAM business works. In all of our interactions we strive to Show We Care so that our internal and external customers feel valued.

If you identify with our values and are someone who is organised, can prioritise, pays attention to detail and has a natural desire to help people and provide a great experience at all times then this could be the right job for you.

Previous experience in a customer-facing role (in person or by telephone) is essential. You would be using SAP, Microsoft Office, and the CRM system Salesforce so previous experience in any of these would be beneficial

What you will be doing:

You would be the dedicated Customer Service contact for some of our utility and contractor customers and be responsible for managing a range of different orders and deliveries including some high value complex projects. Alongside the usual Customer Service activities of responding promptly to customer queries and remaining flexible with your workload to adapt quickly to changing priorities, some of your key responsibilities will include:-

Proactively chasing customer delivery schedules and any additional information we need to ensure a successful delivery.
Agreeing and managing customer delivery call-offs to ensure cost-effective customer-focused delivery solutions.
Attending fortnightly meetings to report on the orders you are managing along with your proposals about suitable next steps if there is potential slippage on agreed delivery lead-times.
Producing customer order book reports as required and being able to interpret detailed information provided by our sales team and our customers to make the changes required to their orders.
Understanding the impact of making changes to customer orders and communicating effectively internally to ensure that by meeting our customers' needs we're not adding cost to the business.
Attending customer meetings (virtual and in person as required) to understand their requirements, present updates on their outstanding order book and agree mutually convenient delivery schedules.

Are PAM and Saint-Gobain inclusive employers?

Saint-Gobain is the worldwide leader in light and sustainable construction improving daily life through high-performance solutions. From wherever you are, let your unique personality and our values guide you every day to invent a more sustainable world.

We understand that a diverse workplace is not only a more enjoyable place to be, but also facilitates better decision making and innovation. So, whoever you are, and whichever Saint-Gobain business you join, you can be sure of a warm welcome with us.

And what about flexibility?

The world of work is changing. At Saint-Gobain, we're always open to new ways of working. Everyone has different needs and commitments.

Our standard working pattern is 8.30am-5pm Monday to Friday with an early finish at 1.30pm each week. If you need more flexibility- we'll happily discuss any need you might have for this role: flexible hours, job-sharing, part-time working, or anything else that matters to you. We can't promise to meet every request when we're recruiting. But we do promise to listen.

If you match our criteria, we will be in touch to discuss your experience and more about you as a person, we look forward to hearing from you