Customer Support Coordinator

About NVD

A family-owned business, established in 1980, NVD was set up to assist vehicle manufacturers in the timely and incident free distribution of their products. We’ve established ourselves as a one stop shop providing the three main pillars of outbound logistics, including transporting, storing and enhancing our customers’ vehicles, prior to delivery to their end location. Since 1980 NVD has been at the forefront of pioneering the digitisation of the FVL industry. As early adopters of emerging technology we have been able to introduce huge efficiencies saving time and money for our customers. Our unwavering commitment to progress and continual service improvement remains at the heart of our business today.

Role Overview: The Customer Support Coordinator is a key member of the Customer Experience Team in New Ross, responsible for delivering exceptional service to customers by efficiently managing their requirements, resolving issues, and maintaining a customer-centric approach. This role requires close collaboration with customers, internal teams, and stakeholders, focusing on achieving a 95% First Time Resolution (FTR) rate and improving the overall customer experience.

Be part of a thriving business operating since 1980 and currently employing 440 people across its operations in Ireland and the UK with ample opportunities for progression

You will act as a driving force, for developing improved processes and initiatives within the company to deliver on customer operations targets.

Pay and Benefits

• Annual Salary range €28-€33k depending on experience
• Pension Scheme
• Staff Purchase Schemes
• Tyres
• Tools
• Employee Assistance Programme
• Discounted Gym Membership
• Bike to Work

Key Responsibilities:

• Customer-Centric Strategy Support:
• Actively support the implementation of a customer-centric strategy to drive excellence in service delivery.
• Ensure service levels are consistently met by adhering to key performance indicators (KPIs), focusing on customer satisfaction and retention.
• System Management:
• Manage and track customer activities and interactions through specific systems, including Salesforce CRM.
• Ensure all customer data is accurately recorded, updated, and maintained within the system.
• Customer Experience Improvement:
• Work closely with customers to understand and manage their needs, ensuring all requirements are met in a timely and professional manner.
• Strive to achieve a 95% First Time Resolution (FTR) rate by resolving customer issues during the first contact whenever possible.
• Actively contribute to developing and fostering a customer-focused culture within the organization.
• Support initiatives that continuously improve the overall customer experience and ensure a smooth customer journey.
• Team Collaboration:
• Work effectively with other team members and internal departments to meet customer requirements and resolve any issues that may arise.
• Foster cross-departmental collaboration to deliver seamless service to customers.
• Root Cause Analysis:
• Conduct thorough root cause analysis for performance issues, failures, or recurring problems to identify and resolve underlying issues.
• Work towards eliminating recurring problems to enhance service efficiency and customer satisfaction.
• Supply Chain Support:
• Assist in maintaining and improving the customer and vehicle journey through the NVD’s supply chain.
• Work closely with other business units within NVD to ensure timely and accurate service delivery to customers.

Qualifications and Skills:

• Strong communication and interpersonal skills.
• At least 2 years in an administration type role
• Proficiency in CRM systems, particularly Salesforce, and other relevant tools.
• Competent in the use of MS Word, Excel, PowerPoint
• Team player with the ability to work collaboratively across departments.
• Experience in handling customer queries and resolving issues effectively.
• Strong attention to detail, organisational and time management skills

Equal Opportunities Statement

National Vehicle Distribution is an equal opportunity employer committed to fostering a diverse and inclusive workplace. We value openness, innovation, customer focus, and operational excellence. Our organisation actively promotes equality and prohibits discrimination based on gender, marital/civil status, family status, age, disability, sexual orientation, race, religion, or membership of the Traveller community, in accordance with Irish and UK equality legislation. We encourage applications from all qualified individuals and are dedicated to creating an environment where everyone can thrive and contribute to our shared success.

#NVDMID

Job Type: Full-time

Pay: €28,000.00-€33,000.00 per year

Benefits:

• Bike to work scheme
• Company pension
• Employee discount
• On-site parking

Work Location: In person

Reference ID: Customer Support Coordinator