Customer Experience Coordinator

About Franke

We, the Franke company with its three divisions, are a world's leading supplier of products and services for domestic kitchens, the professional foodservice systems and the convenience store sector as well as for professional coffee making. With around 60 companies, we are at home on five continents. Over 8,000 employees constantly take on new perspectives to identify opportunities and turn them into inspiring, innovative solutions for tomorrow’s demands.

The Franke Coffee Systems division is a leading global provider of state-of-the-art solutions for professional coffee making. Together with our trade partners, we are committed to delivering premium best-in-class in-cup-quality, consistency and beverage variety, as well as ensuring an outstanding customer experience through constant innovation.

About the job

The Customer Experience Coordinator is responsible for managing the inbox and liaising with customers, account managers, service providers, and other departments. This role demands strong organizational skills, excellent communication abilities, and the flexibility to thrive in a dynamic work environment.

Your tasks

1. Email and phone Management: Respond to all emails within 2 hours and calls within 3 rings
2. Customer Liaison: Be the primary contact for customer requests, addressing and resolving inquiries or concerns.
3. Team Support: Assist team members by communicating specific customer needs or preferences to relevant departments.
4. Administrative Duties: Maintain accurate records in SAP, generate and distribute reports
5. Troubleshooting: Resolve calls using videos, documents, advice from engineers, and troubleshooting sessions. Log and close calls as fixed over the phone to track remote resolutions.
6. Credit Requests: Investigate all credit requests and provide recommendations to the Head of Customer Service with full reasons. Inform customers of the decision
7. IOT Support: Utilise IoT to support customers with preventative services and maintain operational machines.

Requirements

Skills and Competencies:

• Exceptional organisational and time-management skills.
• Strong communication and interpersonal abilities.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and scheduling software.
• Ability to multitask and adapt to changing priorities in a fast-paced environment.
• Attention to detail and problem-solving skills.

Key Attributes:

• Proactive: Ability to anticipate needs and take initiative.
• Team Player: Works well with others and supports team objectives.
• Customer-Focused: Prioritises customer satisfaction and ensures high-quality service.
• Flexible: Willing to step into different roles and take on additional responsibilities as needed.

Working Conditions: May require extended hours during peak periods or special projects. Office based in our St Albans head office

What we offer you

• Opportunity to work in a collaborative and innovative environment.
• Professional growth and development opportunities.
• Competitive salary and benefits package.
• Be part of a company committed to excellence and innovation.