Empower, Connect, Evolve, and Inspire – these are the values that drive us and make BMI a company where you can thrive and grow. BMI UK&I have an exciting 1‑year fixed‑term opportunity for a Customer Service Coordinator to join our team in Milton Keynes. Reporting to the Customer Service Specialist, this role plays a pivotal part in delivering excellent customer service and order fulfilment by ensuring that all sales orders and enquiries are processed in a professional, timely and cost‑effective manner.
A customer‑focused mindset is a must, with excellent verbal and written communication skills and the ability to organise and manage multiple tasks simultaneously to meet deadlines. You should consistently strive to exceed our customers’ expectations and maintain a high level of communication regarding their order book and queries, identifying what matters most to them and finding the best channels of communication. The role includes high‑volume inbound and outbound end‑to‑end account management, so tenacity is essential.
Responsibilities
- Receipt and thorough entry of customer sales orders into SAP, ensuring all information is correctly captured.
- Control the administrative process from order placement to delivery, using relevant operating procedures and systems.
- Maintain standards for call handling and query resolution, including written queries, with clear issue clarification, appropriate guidance and timely resolution.
- Take full ownership of all customer queries (phone and email) and handle them efficiently and effectively.
- Manage the order book to communicate any supply or delivery issues, ensuring the OTIF “On Time in Full” target is achieved.
- Deliver excellent customer service through product knowledge, practical advice, empathy and patience.
- Manage workload efficiently in a busy environment.
- Develop professional working relationships, especially with the customer base and sales managers.
- Record all customer complaints on the Complaint Notification system, investigate, resolve and close them within agreed timescales.
- Monitor and evaluate personal performance to enhance individual and team results in line with departmental KPIs.
- Provide support and assistance to colleagues within the team through backup support, training and adopting good team ethics.
- Support continuous improvement initiatives.
Key Skills and Experience
- Passionate about delivering excellent customer service.
- Experience working within a busy, detail‑oriented customer service environment.
- Proven experience in resolving customer queries and demonstrating strong problem‑solving abilities.
- Strong interpersonal and communication skills to effectively communicate with customers via email and phone in a professional manner.
- Outstanding organisation and prioritisation skills.
- Excellent interpersonal skills and ability to build effective relationships quickly.
- Excellent verbal and written communication skills.
- Ability to work on your own initiative while being an effective team player.
- Ability and willingness to learn technical products and processes.
- Ability to thrive in a fast‑paced, detail‑focused environment.
- Minimum 2 years’ experience in customer service or sales support, ideally in manufacturing, retail or construction industries (desirable).
- Proficiency with CRM systems and Microsoft Office Suite / Google Workspace (desirable).
Benefits
- Competitive base salary
- Substantial bonus
- 25 days annual leave, plus Bank Holidays
- Company‑matched pension contributions between 4% and 8%
- Life insurance
- Employee Assistance Programme
- Gym discounts and access to a discounts platform
If you do not have all key skills but still feel you would be a good fit, please still apply and we will consider your application based on merit and experience.
We are an equal opportunities employer and believe that everyone should be treated equally, regardless of their religion, beliefs, age, gender, gender reassignment, race, disability, marital or civil partnership status, pregnancy or maternity, sexual orientation or any other protected characteristic. If you need any help or adjustments for any stage within the recruitment process due to health, disability or any other reason, please let us know.
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