Customer Service Co-Ordinator

Customer Service Co-Ordinator

Location: Cheltenham, Gloucestershire

The role:

We are looking for a proactive and customer-focused Customer Service Co-Ordinator to join our team in Cheltenham. This role is responsible for delivering an exceptional customer experience by processing and managing customer orders accurately and efficiently, ensuring a smooth order-to-despatch journey across UK, ROI and Services orders.

Working closely with internal stakeholders, you will play a key role in maintaining order accuracy, resolving customer enquiries, managing order backlog and supporting operational performance through effective communication and collaboration.

Key responsibilities:

• Process customer orders accurately and within agreed service level agreements.
• Validate purchase order details, including product codes, quantities, pricing and delivery requirements.
• Manage customer enquiries via phone and email, providing timely and professional support.
• Keep customers informed of order status, delays and any required actions.
• Review and maintain accurate orderbook data using ERP systems and Power BI.
• Resolve or escalate overdue and ageing orders to ensure smooth order progression.
• Complete order lifecycle administration, including acknowledgements, amendments, confirmations and shipment updates.
• Support backlog reduction initiatives and ensure accurate customer requested delivery dates are maintained.
• Collaborate with Sales, Supply Chain, Customer Care, Scheduling, Credit Services and other key stakeholders.
• Support Services, ROI and Export order processing, ensuring compliance and accurate documentation.
• Identify opportunities to improve processes, customer experience and operational efficiency.
• Maintain high standards of accuracy to minimise errors, credits and customer issues.

Your skills:

• Previous experience within a customer service, order processing or customer support environment.
• Strong communication skills with the ability to build positive relationships with customers and colleagues.
• Excellent attention to detail and commitment to accuracy.
• Ability to manage multiple priorities and work effectively in a fast-paced environment.
• Strong problem-solving skills with a proactive approach to resolving issues.
• Experience using ERP systems and Microsoft Office applications; Power BI experience is advantageous.
• Ability to work collaboratively across multiple departments and stakeholders.
• Customer-focused mindset with a passion for delivering excellent service.
• Experience handling export, ROI or service-related orders would be beneficial.
• Continuous improvement mindset with the confidence to identify and suggest process improvements.

The Steam Thermal Solutions business is one of three businesses within Spirax Group. Spirax Sarco and Gestra, are our two brands that form Steam Thermal Solutions and are global leaders in the supply of engineered solutions for the design, provision and maintenance of efficient industrial and commercial steam systems. Steam Thermal Solutions has global coverage across 67 operating units (called OpCos), organised into four Divisions: EMEA, APAC, Americas, Gestra.

Spirax Group is a FTSE100 and FTSE4Good multi-national industrial engineering Group with expertise in the control and management of steam, electric thermal solutions, peristaltic pumping and associated fluid technologies.

Our Purpose is to create sustainable value for all our stakeholders as we engineer a more efficient, safer and sustainable world. Our technologies play an essential role in critical industrial processes and industrial equipment across industries as diverse as Food & Beverage, Pharmaceutical & Biotechnology, Power Generation, Semiconductors and Healthcare. With customers in 165 countries, we provide the solutions that sit behind the production of many items used in daily life, from baked beans to mobile phones!

Our Purpose, supported by our inclusive culture and Values, unites us, guides our decisions and inspires us everywhere that we operate. We support our colleagues to make their difference for each other as well as customers, communities, suppliers, our planet and shareholders by creating a truly equitable working environment where everyone feels included.

Benefits

You will receive a competitive salary (and a discretionary bonus), flexible working and excellent benefits including 27 days holiday allowance (before bank holidays), 3 days’ paid volunteering leave, comprehensive private healthcare, enhanced pension plan, life assurance, optional participation in a Share Ownership Plan, free onsite parking, flexible benefits, and access to a personal discounts’ portal. We also offer a range of additional support and benefits through our Everyone is Included Group Inclusion Plan, detailed below.

Everyone is Included at Spirax Group

We are passionate about creating inclusive and equitable working cultures where everyone can be themselves and achieve their full potential. For us, that means supportive teams and strong relationships where everyone’s contribution is valued - across social and cultural backgrounds, ethnicities, ages, genders, gender identities, abilities, neurodiversity, sexual orientation, religious beliefs, and everything else that makes us human and unique.

We want everyone to be able to make their difference here, so we will always consider requests for flexible working.

We know that everyone needs some extra help from time to time too, so we have introduced a range of additional benefits through our Group Inclusion Commitments. These include gender-neutral parental leave, 15 days of extra paid caregiver leave, paid time off and support for anyone experiencing pregnancy loss or domestic abuse, menopause-friendly workplace principles and more. Learn more at https://www.spiraxgroup.com/en/life-at-spirax/our-inclusive-group/our-inclusion-commitments.

We are also a Disability Confident Committed Employer. If you would like to apply using this scheme, please select this option in our application form or notify our recruitment partners.