Customer Services Coordinator

Morgan Advanced Materials is a business rich in history and innovation. Founded in the UK in 1856, we have grown into a global organisation with 70 sites in 18 countries. Our model to serve our customers where they need us has led to a diversified product range using our unparalleled expertise in ceramic and carbon materials, which we exploit to solve difficult problems for our customers across a diverse range of markets.

We are a purpose driven organisation. Our purpose is to use advanced materials to make the world more sustainable and to improve the quality of life. We deliver on that purpose through the products that we make, and the way that we make them.

The Technical Ceramics business of Morgan Advanced Materials engineers high performance functional and structural ceramic materials, components and sub-assemblies to address customer-specific technical challenges.

Key Figures: Revenue £1,100.7m (2024), ~8,000 employees, manufacturing in 20+ countries, and a global customer portfolio. A UK PLC with head office located in Windsor, Berkshire UK.  Listed on London Stock Exchange; Member of the FTSE 250 Index.

Customer Services Coordinator

Overview

• To deliver effective customer service before, during, and after the purchase of ceramic products.
• Manage customer orders, inform them about deliveries, and serve as a contact for support.
• To assist the business and commercial team by serving as the primary point of active communication with both external and internal teams.

Main Responsibilities

• Customer Interaction Management:  First point of contact for customers. To handle inquiries via phone, email, or other platforms to ensure that customers receive timely and accurate information.
• Issue Resolution: Responsible for resolving customer issues by liaising with different departments such as Operations, Finance, and Sales. Effective issue resolution often involves problem-solving, negotiation, and escalation when necessary. If a delivery is late, customer services update the customer based on information agreed with Operations and Sales team.
• Sales Forecast: Update the weekly cell forecast documents, aligning planned and actual sales with system orders. Coordinate with the Sales team to ensure planned numbers reflect customer needs. Present forecast sales numbers for designated cells at the weekly SIOP meeting, including details on risks, potential upside, and other relevant information to maintain sales forecast accuracy.
• Orders and Contract review: Responsible for adding new orders into the Contract Review system, confirming price, lead-times, quantities, and other order details are in-line with quotations. Handle inter-company orders for products/materials and administer IFS part data creation
• Logistics: Notify the logistics department of the weekly dispatches, emphasizing any changes to customer requirements, including packaging materials. Verify invoice proofs for correctness, materials, and shipment weight
• Consignment stocks: Check consignment stock levels daily/weekly and invoice weekly. Report any low or high stock levels to the Sales & Operations team.
• Account Management Support: Develop and maintain relationships with customers. Contact customers to secure orders, sales forecasts, and general business intelligence.
• Collaboration with Other Departments: Attend weekly order book meeting with the Operations team to review inventory, forecasting, and production schedules. Ensure the Quality team understand the certification required for each customer order, checking documents are produced and provided to customers.
• Maintaining Customer Records: Keep accurate records of customer interactions, orders, complaints, and resolutions in SharePoint. This information is crucial for tracking issues over time and identifying areas for improvement.
• Finance: Support credit control if there is a delay in customer payments. Raise credit notes requests

• EHS: Adhere to all safety protocols and procedures, ensuring a safe ‘6S’ working environment for all employees and compliance with relevant health and safety regulations.

Qualifications and Skills

• Promptly addresses customer inquiries.
• Ensures commitment to customer promises
• Provides technical or other information to customers to support orders
• Appropriately escalates customer concerns
• Advocates for the customer perspective in Morgan
• Understand products: features, benefits, and customer use cases.
• Experience with customer interactions, identifying needs, building relationships, and enhancing satisfaction.
• Strong communication, planning and organisational abilities
• Analytical and data driven
• Experience of ERP and Client Relationship Management platforms
• Proficient in Microsoft Office.