Customer Service Coordinator - Beaufort Servicing

About Us

Beaufort is a global leader in survival and safety technologies, protecting personnel operating in some of the world’s most demanding defence and aerospace environments.

Beaufort Servicing are a division of Beaufort. Beaufort Servicing delivers comprehensive MRO, asset management and height safety solutions for mission-critical survival equipment – ensuring readiness and reliability across air, land and sea. As a globally integrated servicing partner, Beaufort Servicing supports both Beaufort manufactured and third-party systems, delivering total through life support close to the point of need.

With operations spanning across UK, Europe, the Americas and the Asia Pacific region, Beaufort Servicing enables customers to maintain operational continuity, extend fleet life and meet the highest safety and regulatory standards. Born from the capabilities of our long-standing UK based asset management system and height safety business, Beaufort Servicing is scaling to meet growing global demand, led by a team of experts with deep experience in aerospace servicing and asset lifecycle management.

We are currently recruiting for a Customer Service Coordinator to join our Customer Service team based in our Servicing Division in Plymouth.

Summary

Job Summary:

This role receives, processes and plans the delivery of customer orders, using knowledge of product and technician availability, and the technical requirements for service delivery across a range of safety solutions. It provides customers with timely information on progress and ensures accurate and timely billing of all works carried out.

Key responsibilities for the Customer Service Coordinator role include but are not limited to:

• Records and processes customer quotations and orders, including custom and special orders that may require additional resources for delivery; tracks delivery of servicing activity, ensuring appropriate authorisations for additional work and accurate billing.
• Issues certificates promptly and ensures all associated systems are updated accurately, to support proactive notifications for next year’s servicing business.
• Responds to and resolves complex or advanced issue escalations promptly and appropriately, securing managerial approvals as required; works with Finance colleagues to address any credit or billing issues swiftly to enable on time collection of funds.
• Provides exceptional service to customers to encourage continued use of the company’s products and services.
• Develops knowledge and understanding of company policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtains authorisation from a supervisor or manager for any exceptions from mandatory procedure.
• Communicates the service delivery plan effectively, ensuring that the plan reflects the resources available (both people and supplies). Actively seeks opportunity to drive controlled continuous improvement of the planning process.
• Works with stores colleagues or monitors stock levels directly to ensure all scheduled work can be delivered; assists in stock take activity.
• Represents the company professionally during customer interactions and uses extensive product knowledge to understand and answer technical questions regarding service requirements.
• Develops knowledge and understanding of company policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtains authorisation from a supervisor or manager for any exceptions from mandatory procedure.
• Follows Health, Safety and Environment policies, procedures and mandatory instructions; identifies and mitigates risks to safeguard the environment and the wellbeing of self and others.
• Develops own capabilities through participating in assessment and development planning activities as well as formal and informal training and coaching. Develops and maintains an understanding of relevant technology, external regulation and industry best practices.

Requirements

• Holds self and others accountable to meet commitments.
• Builds strong customer relationships and delivers customer-centric solutions.
• Develops and delivers communications that convey a clear understanding of the unique needs of different audiences.
• Takes on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.
• Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.
• Makes good and timely decisions that keep the organization moving forward.
• Plans and prioritises work to meet commitments aligned with company goals.
• Consistently achieves results, even under tough circumstances.
• Knows the most effective and efficient processes to get things done, with a focus on continuous improvement.
• Rebounds from setbacks and adversity when facing difficult situations.
• Relates openly and comfortably with diverse groups of people.
• Works collaboratively with others to meet shared objectives

Experience And Qualifications

• Knowledge of ERP systems (IFS advantageous)
• Good communication skills
• 3 years experience in a customer services or equivalent role

You will have the opportunity to develop in your role and feel proud of the work you do. Working here is fast paced but incredibly rewarding.

This is not just another job; this is your career.

Benefits

• 33 days holiday entitlement ( inclusive of bank holidays)
• Additional day off to celebrate your birthday
• Company Anniversary Holiday Benefit
• Excellent enhanced maternity & paternity package
• Cycle to Work Scheme
• Life Assurance
• Training & Professional Development
• Employee Assistance Programme
• Workplace Reward & Recognition scheme