Customer Service Coordinator

Stora Enso’s Wood Products North division provides versatile wood-based solutions for building and housing. The product range covers all areas of urban construction including massive wood elements and housing modules, wood components and pellets. The offer is a variety of sawn timber goods. The customers are mainly construction and joinery companies, merchandisers and retailers. Wood Products operates globally and has many production units in Europe.

We are now looking for a full time, permanent Customer Service Coordinator in our UK Team.

Are you a great communicator with a passion for delivering outstanding customer service? Organized, proactive, and ready to grow? Stora Enso has the perfect role for you!  

You will be part of the UK Team in Wood Products. Co-operating with the sales Teams, Mills, supply chain and Logistics, you will be taking care of our Order Fulfilment process, assuring high customer satisfaction. We expect a proactive customer service attitude together with the ability to provide high-quality sales document processing also under time pressure.

After a training period, you will be responsible for providing first-class customer service. You will report to the UK Sales Operational Lead.  Your daily tasks will include among others: -  

Customer Service Tasks

• Contact with Customers, Sales and Sales Offices; support commercial approach to maximize sales in close contact with the Sales Team, including working in a Shared InBox and Personal InBox to ensure we offer an excellent level of customer service
• Resolve problems and provide practical solutions to customers in a timely manner, including dealing with claims
• Handling offers and orders, and creation of invoices and credit notes
• Working closely with our Distribution Centre to ensure smooth order fulfillment
• Haulage rate maintenance and price list maintenance
• Creation, follow up of reports and statistics, including running the month-end reports in a timely manner and distributing accordingly
• Monitor customer credit limits & overdue payments
• Maintain customer related system data and work with Customer Relationship Management
• Communication with Sales, Production, Logistics, Supply Chain and various other stakeholders in the division
• Contribute to process improvement projects and automation initiatives
• FSC/PEFC audit involvement and reporting  

Supply Chain Tasks As Backup

• Coordinate and manage the monthly shipping to UK from various mills, including coordination of stock levels and ensuring cost efficient shipping
• Proactive communication about shipping details and coordination of any customs topics
• Contribute to ensuring load optimization
• Supplying all relevant documents and certificates
• Liaising with buyers and UK Customs Agents and hauliers for onward UK transport
• Take part in twice yearly stock take at Hull Terminal

Requirements:

• You have professional commercial education and work experience in customer service, logistics or similar tasks
• You have a proactive and positive attitude, are interested in working with customers, and are receptive to change and show flexibility to adjust to unforeseen events
• You are able to effectively plan, execute, monitor and control order-related activities
• You are fluent in English
• You are a team player who shows inclusive behavior and are self-motivated with the ability to manage multiple tasks independently
• Have a keen eye with attention to detail for accuracy
• You are conscientious and you have a high focus on data quality and strong time management skills
• You have good MS Office knowledge and are familiar with common MS Office programs
• Insight about customer’s industry and Stora Enso’s products are considered an advantage

We offer you a meaningful job as part of an engaging international team.  You will have the opportunity to develop in your role and feel proud of the work you do. Working at Stora Enso is fast paced, challenging, and incredibly rewarding. This is not just another job; this is your career

Your location must be in the UK due to the Distribution Centre location, and this position is 100% home based.