Customer Service Coordinator

As a Customer Service Coordinator at Sika, your main responsibilities revolve around ensuring customer queries and orders are handled effectively. You will process orders accurately, manage customer expectations proactively, handle inquiries through various communication channels, and maintain databases to track customer interactions and issues.

To qualify for the Customer Service Coordinator position at Sika, you should have at least two years of customer service experience, particularly in order processing within a fast-paced environment. Strong communication skills, attention to detail, and the ability to manage multiple tasks simultaneously are also essential for success in this role.

Yes! When you join Sika as a Customer Service Coordinator, you will receive a full induction program on your first day, which includes training specific to customer service systems and procedures. Additionally, ongoing support from your Customer Services Manager and dedicated training officers will ensure you have all the tools necessary to excel.

Sika is committed to providing a comprehensive benefits package for its Customer Service Coordinators, including a competitive salary, 25 days of holiday (increasing to 28 with service), a pension contribution of up to 10%, private healthcare options, and discounts on Sika products. The company also recognizes and rewards employee milestones with dedicated Service Awards.

The working environment at Sika is collaborative and supportive. As a Customer Service Coordinator, you'll work closely with a range of departments and fellow team members across different locations. The hybrid work model allows for flexibility, and the team culture emphasizes professional development and outstanding customer service.

When answering this question, focus on specific examples from your past roles that highlight your ability to process high volumes of orders accurately. Discuss the systems you've used, any challenges you faced, and how you ensured customer satisfaction throughout the process.

Share a structured approach to managing complaints by first listening attentively to the customer’s concerns, empathizing with their situation, and then providing clear steps you’ll take to resolve the issue. Provide an example of a specific complaint you solved in the past.

Discuss your strategies for prioritization, such as assessing the urgency and impact of each request and effectively communicating with customers to set expectations. Use past examples demonstrating your ability to balance workloads and manage customer satisfaction.

Mention any customer relationship management systems or order processing software you’ve used, such as SAP, and describe how you utilized these tools to enhance your efficiency and effectiveness in customer service roles.

Discuss your methods for meticulous record-keeping, including how you log customer interactions, follow up on queries, and use databases to ensure all information is accurate and accessible to the team.

Emphasize the importance of clear, professional, and friendly communication. Illustrate your approach by providing examples where your communication had a positive impact on customer relationships.

Share your passion for helping people and creating positive experiences for customers. Speak to how those motivations drive you to continually improve your skills and contribute positively to the team.

Use this opportunity to provide a concrete example where you proactively went above and beyond for a customer. Detail the situation, your actions, and the client's response to illustrate your dedication.

Talk about your organizational skills and tools you use, such as to-do lists, time management techniques, or software applications that help you maintain organization and efficiency while handling multiple tasks.

Research and come prepared to discuss your understanding of Sika's Customer Promise, including how it reflects the company's values and commitment to exceptional customer service. This will show your genuine interest in the company's ethos.