Customer Complaint Coordinator jobs

£36-40k per annum (depending on experience)

Full-time, Permanent | Hybrid |Company Pension | 22 days Holiday

The Company:

Founded in Cambridge, UK, in 2012, Pangaea Biosciences Limited is a fast-growing company based in Norwich, specialising in the development of highly effective, patented crop protection products for the agricultural industry. Our innovative solutions are designed to be both environmentally friendly and sustainable.

As our company continues to grow, this is an exciting opportunity for someone who is proactive, highly organised, and skilled at prioritising tasks and solving problems. This role is ideal for someone who thrives in a fast-paced working environment and is eager to develop their skills and progress within a global organisation.

The Role & Responsibilities:

Pangaea Biosciences arecurrently looking for a Customer Service Supervisor. Working within a busy operations team this role reports to the Customer Service Manager and is vital in ensuring all orders are fulfilled in line with customer requirements, while maintaining accurate and up to date records. The business operates in a fast-changing environment requiring individual who can respond quickly, adapt to evolving situations and demonstrate a flexible, proactive approach.

Duties will include, but are not limited to:

• Full ownership of the company’s sales order book.
• Verifying customer orders, ensuring terms, pricing and delivery details are correct & achievable.
• Utilising business software to complete sales orders from order acknowledgment, stock allocation, dispatch and invoicing.
• Co-ordinate product dispatch by closely collaborating with all warehouse staff. Ensure the right batch, labels, and packing are selected. Issue ship notes, customer delivery notes and DGNs ensuring all details reconcile with warehouse.
• Work with the wider Operations team ensuring priorities are aligned and product availability and requirements are clearly communicated.
• Reconciling customer order book on a weekly basis and issuing reports to sales managers and senior team.
• Liaise regularly with sales managers to ensure everyone is informed of their order status, escalating any issues and formally report progress via weekly sales manager meetings.
• Resolve any supply issues or customer complaints professionally and promptly.
• Ensuring the Operations team is aware of customer stock requirements, highlighting any shortages.
• Provide Finance department with accurate sales data by customer and product for forecasting analysis.
• Supervising our Logistics Coordinator to ensure all product is expedited quickly and cost effectively. Keeping all relevant parties informed of delivery status. Cover and support as and when required.
• Supporting the Operations team and providing cover as required.

What we’re looking for:

• Minimum of five years’ sales experience is essential, ideally within the chemical industry.
• Strong commercial awareness, with the ability to review and assess pricing and payment terms (essential).
• Highly competent in Microsoft Office packages (essential).
• Confident in using computer operating systems (essential).
• Experience with Unleashed software (desirable; training will be provided if required).
• DGN Awareness Certificate (desirable; training will be provided if required).

About you:

• The ability to work under pressure in a fast-paced environment.
• Commercial awareness with ability to prioritise in line with company objectives.
• A good team player, but also able to work independently.
• Excellent attention to detail and accuracy, with the ability to think creatively, explore innovative solutions and maintain a clear understanding of the wider business objectives.
• A confident communicator within all levels of a business.

What We Offer:

• Salary: £36-40k per annum (depending on experience)
• 37.5 hours a week (9:00– 5:30 Mon-Fri)
• Hybrid working: this role offers the flexibility of hybrid working. However, you will be required to work from our Norwich office for the first few weeks for training. Following this, you will be required to work from our Norwich and Surlingham office for approximately 3–4 days per month (if required).
• Company pension
• 22 days holiday plus bank holidays
• Social events
• Opportunity to work in a growing, dynamic, international environment.
• Development and career progression opportunities
• Reporting to the Customer Service Manager

If you are an enthusiastic individual looking to contribute to a thriving organisation whilst developing your career in operations, then forward an up-to-date copy of your CV.

We are an equal opportunities employer and welcome applications from all suitable candidates. The salary advertised is a guideline for this position. The offered renumeration will be dependent on the extent of your experience, qualifications, and skill set.

If you are interested in a role at Pangaea Biosciences, and supporting the Company’s growth and success, then please forward a covering letter and an up-to-date copy of your CV to:

Louise McKee

HR Manager, Pangaea Biosciences Limited

Email: louise@pangaeabiosciences.com
www.pangaeabiosciences.com

Pay: £36,000.00-£40,000.00 per year

Benefits:

• Casual dress
• Company pension
• Cycle to work scheme
• On-site parking
• Work from home

Application question(s):

• Do you have a strong commercial awareness, with the ability to review and assess pricing and payment terms (essential)?
• Are you highly competent in Microsoft Office packages and using computer operating systems (essential)?
• Do you have experience with Unleashed software (desirable; training will be provided if required)?
• Do you have a DGN Awareness Certificate (desirable; training will be provided if required)?
• Are you a good team player, but also able to work independently?
• How much notice do you need to give in your current role?
• Do you have the ability to work under pressure in a fast-paced environment?
• This role offers the flexibility of hybrid working. However, you will be required to work from our Norwich office for the first few weeks for training. Following this, you will be required to work from our Norwich and Surlingham office for approximately 3–4 days per month (if required). Are you able to commit to working at both locations (when required)?

Experience:

• sales : 5 years (preferred)

Language:

• Fluent English (required)

Work authorisation:

• United Kingdom (required)

Work Location: Hybrid remote in Norwich NR2 4SZ