Nikwax Ltd
Customer Service Coordinator
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Join a friendly, employee-owned, award-winning international outdoor business as a Customer Service Coordinator.
The Company
Located in the picturesque, rural setting of East Sussex, Nikwax is a highly successful outdoor business that is run by a close-knit and friendly team of employees, whom we are proud to call Partners.
Nikwax is a leading manufacturer of care products and material systems for outdoor clothing, footwear, and equipment. Working closely with our trusted Partners, we develop and manufacture our products in-house, ensuring exceptional quality and innovation. Sustainability is at the heart of everything we do. We are proud to be the only outdoor company to have received the Queen's Award for Enterprise in Sustainable Development, and in 2026 we have been honoured with a King's Award for the same. Since our founding in 1977, we have remained committed to minimising our environmental impact and have maintained carbon-balanced operations throughout our history.
We offer a flexible working approach, with a balance of homeworking and office days to enhance your work life balance. We highly value our Partners, and this is an exciting opportunity to join our Group.
The Role
As a Customer Service Coordinator, you will build strong customer relationships, improve brand loyalty, and deliver a professional, friendly customer experience while efficiently handling everyday enquiries, orders, and complaints.
Your Responsibilities Will Include
- Co-ordinating the strengthening of trade customer relationships, satisfying consumer enquiries, and striving to improve loyalty, satisfaction, and customer experience across UK, Benelux, and Export territories
- Handling customer enquiries, orders, and complaints consistently and efficiently.
- Ensuring the timely and consistent creation of all sales orders, free-of-charge orders, collections, returns, and credits, while updating CRM records
- Resolving trade and consumer inbound enquiries and complaints from phone calls, emails, and website enquiries, providing expert product advice
- Ensuring the timely creation and maintenance of all customer records, price records, and complaint records
- Co-ordinating the onboarding of new accounts, ensuring the accurate completion of New Account Applications, Authorised Retailer Policy, Credit Account Applications and B2B Trader Portal registrations
- Monitoring the open order book as needed
- Proactively calling existing and lapsed customers to provide courtesy and sales calls, updating CRM records with notes
- Liaising with the Production, Quality, Warehouse, Marketing, and Finance teams to efficiently manage the resolution of enquiries and complaints
- Tracking and compiling data to report on key metrics for the Commercial Director to allow for continuous improvement.
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You Will
- Have a good understanding of English and Maths ideally to GCSE level or equivalent
- Be confident with modern ERP and Microsoft systems - SAP experience preferred
- Have previous experience in front office customer facing roles
- Be efficient and organised, good at prioritisation and a self-starter
- Experience of outbound customer calling and selling
- Have at least 5 years customer service experience.
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Your standard working hours will be 37.5 hours per week, Monday to Friday. The successful applicant will be based at home but will be required to attend our offices in Wadhurst, East Sussex, at least once a week.
The Rewards
- Competitive benefits and rewards including pension, health cash plan and profit related bonus scheme
- Additional flexible benefits options including boosted pension contributions, extra holiday or assistance with childcare costs
- Annual leave starting at 27 days rising with service, plus public holidays
- Friendly and informal environment with monthly team lunches and quarterly events
- Be part of an employee-owned business where you can clearly see the effect of your efforts
- Contribute to an award-winning international company with values that you can believe in.
We are passionate and committed to being an inclusive and diverse employer, encouraging different perspectives and experiences to make us a more innovative and creative workplace.
Candidates must be able to provide evidence of their right to work in the UK.
We reserve the right to close this advert early.
Please see our applicant privacy policy here: https://www.nikwax.com/download/JobApplicantPrivacyNotice_20180511.pdf
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