Customer Fulfilment Coordinator

Job Description

David Phillips is the premier furnishing service provider for agents, investors, property developers and other residential property providers across the United Kingdom. This includes build-to-rent developers, student accommodation and care home providers.We have been at the vanguard of our sector for over twenty years. We work in a challenging intersection between B2B & B2C, service & retail.Visit our website: www.davidphillips.comGeneral Description:David Phillips incorporating Milc are the market leading Furnishing and Interior Design partner for the Property industry, helping our partners sell and let properties, maximize returns, increase occupancy levels and length of tenancies.Working across the Property Industry we have teams that specialize in Built to Rent, Student / PBSA, Residential Developers, Rental, Buy to Let, Housing Associations and Key Worker Housing.We are looking to add a customer fulfilment coordinator to our team based in Manchester. This role will be responsible for processing orders, following up balance payments, scheduling deliveries and ultimately managing the customers experience to ensurea smooth right first time installation.We are looking for somebody with strong administrative skills and a proven track record of working with customers effectively. An ability to multitask whilst maintaining service levels and keen attention to detail.You will need to work well under pressure, be comfortable speaking to a range of customers and exceed targets.Principal Tasks:

• Accurate live de-briefing including full information on all issues leading to failed delivery
• Direct communication with customers and colleagues (including installers) to promptly resolve on-site delivery issues
• Provide exceptional customer service through professional, up to date communication via telephone and email. Proactiveness to make sure stock is available to sell.
• Minimize failed deliveries to maintain company cost efficiency and improve customer experience- taking ownership of live issues to promote a seamless delivery service
• Efficient use of resources (including Navision, Manual Instruction tool, De-Brief tool, etc.) to proactively solve problems to onsite issues under strict time constraints
• Ensure all necessary action is taken to complete delivery of order after an unsuccessful delivery i.e.: delivery re-scheduling, Return to Job (RTJ)/ Sales Return Order (SRO) requests, etc.
• Work with colleagues in all relevant departments and provide constructive feedback on transport processes to continuously improve customer experience and transport efficiency
• Other responsibilities than those described above may be required to be undertaken and will be expected to be performed to as long as it is within the capability and level of the position

Qualification & Experience

• A positive attitude, hard worker and enjoys learning within a fast-paced environment
• A strong enthusiasm for delivering amazing customer service and problem solving
• Highly organized, multi-tasker with excellent attention to detail
• Ability to work autonomously whilst collaborating with the wider team
• Excellent customer service, verbal and written communication skills
• Proven experience within a customer service role
• Ability to multi-task using various different systems
• High level of discretion with the ability to assert themselves when required
• Hands on with a can-do attitude - proactive
• Must be Numerate, methodical and comfortable with high volumes of data entry

Desirable

• Experience within the property industry is beneficial
• Knowledge and skill in the use of Microsoft Office suite and software particularly Micro Dynamics Navision (ERP) and Office 365
• An understanding of the benefits of furnishing and its impact

LocationWe operate a Hybrid working policy, our offices are based in Holborn - Central London, Beckton - East London and Manchester.PerksEmployee discounts platform, discounted gym memberships, cycle to work scheme, SMART Pension scheme, employee assistance program and of course staff discount on David Phillips Furniture.In addition to the above we offer 33 days annual leave rising with service to 38 days, alongside enhanced maternity, paternity and parental leave, paid leave for IVF, Miscarriage and Menopause.Learning and development program available.