Job Description:

I’m recruiting for an established business seeking a highly capable Customer Service & Account Coordinator to join its technical services team.

This is a varied position combining customer service, account coordination and detailed administration. You’ll support a portfolio of important clients, helping to coordinate the analysis and classification of materials generated through construction and site-based projects.

You don’t necessarily need previous experience within this industry, as the technical knowledge can be taught. What matters most is that you’re organised, accurate and confident dealing with customers, with the administrative ability to keep multiple requests moving smoothly.

The role

You’ll take ownership of client requests from the initial enquiry through to the delivery of results and supporting documentation. Acting as a central link between customers, laboratories and colleagues across the business, you’ll ensure information is accurate, deadlines are understood and clients are kept informed throughout.

Your responsibilities will include:

• Building strong working relationships with key customers and acting as their main day-to-day contact

• Responding professionally to enquiries by telephone and email

• Understanding the individual requirements of different accounts and ensuring the appropriate service is delivered

• Keeping customers updated on progress, results, outstanding information and any issues affecting delivery

• Coordinating the testing and classification of soil, asphalt and other waste materials

• Receiving and reviewing sample and testing requests, ensuring all necessary information is captured accurately

• Working with external laboratories and internal technical teams to arrange the appropriate testing

• Monitoring samples and testing requirements from receipt through to completion

• Ensuring customers receive the correct results, reports and classification documentation

• Following up on outstanding samples, information, approvals and test results

• Entering and maintaining accurate customer, project, sample and testing information on internal systems

• Preparing and processing quotations, orders, requests and supporting account documentation

• Assisting with invoicing and other administrative activities when required

• Investigating discrepancies, identifying missing information and seeing issues through to resolution

• Coordinating with technical, laboratory, operational and administrative colleagues to communicate priorities and meet deadlines

• Escalating technical, operational or customer-service issues when appropriate

• Developing your understanding of relevant testing methods and maintaining up-to-date industry knowledge

• Contributing ideas to improve internal processes and the overall customer experience

About you

This opportunity is likely to suit someone who:

• Has strong customer service and administrative skills

• Is highly organised and able to manage several priorities simultaneously

• Takes pride in accuracy and has excellent attention to detail

• Is confident communicating with customers by telephone and email

• Works carefully and methodically when handling information and entering data

• Is proactive, dependable and comfortable working independently

• Is confident using IT systems and able to learn new software

• Approaches problems practically and follows them through to a resolution

• Is keen to learn and comfortable developing knowledge of a technical subject

Previous experience

Previous experience in customer service, account coordination or a detailed administrative position would be advantageous.

Exposure to construction, utilities, environmental services, materials testing, waste classification, laboratory services or technical administration would also be useful, as would experience using CRM, laboratory management or similar business systems.

However, industry knowledge is desirable rather than essential. The employer is equally open to someone from another sector who can demonstrate excellent customer service, first-rate organisation and a genuine willingness to learn.

This is an excellent opportunity for someone who enjoys looking after customers, coordinating detailed processes and making sure nothing is overlooked.