Customer Service Coordinator

Apply now »

Date: Nov 17, 2025

Location: St Albans, Hertfordshire, GB

Company: franke

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 Co-ordinator delivers outstanding service by managing emails, calls, and liaising with customers, account managers, service providers, and internal teams. The role requires organisation, communication, and adaptability in a fast-paced environment. Responsibilities include supporting customers with portal access, assisting in projects, and coordinating across teams to maintain standard procedures.

We are embracing AI-driven solutions to enhance customer interactions. This shift moves us from reactive to proactive service, anticipating needs, resolving issues faster, and offering personalised support.  

Your tasks

Email Management: Monitor, prioritise, and respond to customer emails 

Customer Liaison: Act as the first line of contact to customer queries 

Team support: Liaise effectively with internal departments, service providers and account managers  

Administrative duties: Maintain accurate records in SAP, generate and distribute reports  

Cross-departmental Support: Collaborate with other teams and support administrative tasks to ensure overall efficiency. Address any issues or discrepancies related to machines or customers 

Phone Management: Answer calls within 3 rings and handle the nature of the call accordingly 

Troubleshooting: Resolve calls using videos, documents, advice from engineers and troubleshooting sessions.  

Credit Requests: investigate all invoice queries   

AI: Keeping up with advancements in AI and integrating innovative solutions into existing systems 

Requirements

    • Exceptional organisational and time-management skills
    • Strong communication and interpersonal abilities
    • Proficiency in Microsoft Office Suite (Word, Excel, Outlook)
    • Ability to multitask and adapt to changing priorities in a fast-paced environment
    • Attention to detail and problem-solving skills
    • 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
    • Willing to step into different roles and take on additional responsibilities as needed
     
     

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.
  • 25 days of holidays
  • Private Healthcare for you, with the option to add partner and children
  • Life Insurance
  • Income Protection

For more information see:  www.franke.com

        

Important information for all executive search companies, headhunters and HR consultants

The Franke Group does not accept unsolicited support from headhunters and personnel consultants for our career opportunities. Any CV/resume vitae submitted to Franke or its employees by external recruitment agencies without a valid written recruitment agreement related to the position in question shall be deemed the sole property of our company. In the event that a candidate presented by an agency is hired in our company and there is no prior agreement, no fee will be paid.

Apply now »