Customer Service Coordinator

Description

At CDW, we make it happen, together. Trust, connection, and commitment are at the heart of how we work together to deliver for our customers. It’s why we’re coworkers, not just employees. Coworkers who genuinely believe in supporting our customers and one another. We collectively forge our path forward with a level of commitment that speaks to who we are and where we’re headed.

We’re proud to share our story and Make Amazing Happen at CDW.

The primary purpose of the Customer Service Coordinator is to review, manage, and action pre- and post-sale queries for public sector customers. This includes handling customer returns for UK Public Sector clients (courier scheduling, return to stock, customer liaison) and supporting the wider sales support function with tasks such as quote generation, pricing queries, delivery address updates, and order management.

The role reports to the Sales Support Team Leader for Public Sector and involves collaboration with sales support, sales, credit services, SOS, and wider operations teams. Building relationships with internal business areas and suppliers, as well as supporting Sales with customer interactions, is key.

A strong understanding of the sales support function and the quote-to-order process, combined with a customer-centric attitude, confident communication, teamwork, and attention to detail, is essential.

• Proactively manage all customer queries.
• Manage customer returns from customer premises.
• Review and report on customer service trends and resolve recurring issues.
• Work with Sales and Sales Support teams to resolve queries.
• Generate quotes for public sector customers.
• Process orders and manage addresses for public sector customers.
• Liaise and build relationships with suppliers, vendors, and third parties, including using portals and tools.
• Use internal tools for customer service and order processing (Microsoft Navision, CRM, Power BI).
• Understand and follow the escalation process for handling customer complaints.
• Respond to email and phone communication effectively and efficiently.
• Take ownership of problems and progress them to resolution.

• Ability to prioritise time, meet strict deadlines, and achieve SLAs.
• Strong analytical and problem-solving skills.
• Ability to report, interpret, and analyse data.
• Understanding the importance of customer service.
• Strong verbal and written communication skills; confident communicator at all levels.
• Knowledge of internal tools and systems (Navision, Power BI, CRM, Microsoft Office suite).
• Consistency and accuracy in data entry with high attention to detail.
• Highly enthusiastic, approachable, and self-motivated with a can-do attitude.
• Methodical and accurate approach, able to work under pressure to tight timescales.
• Strong communicator who can prioritise and escalated urgent matters effectively.

We make technology work so people can do great things.

CDW is a leading multi-brand provider of information technology solutions to business, government, education and healthcare customers in the United States, the United Kingdom and Canada. A Fortune 500 company and member of the S&P 500 Index, CDW helps its customers to navigate an increasingly complex IT market and maximize return on their technology investments. Together, we unite. Together, we win.

Together, we thrive.

CDW is an equal opportunity employer. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by state and local law.

CDW is committed to fostering an equitable, transparent, and respectful hiring process for all applicants. During our application process, CDW’s goal is to get to know you as an applicant and understand your experience, strengths, skills, and qualifications. While AI can help you present yourself more clearly and effectively, the essence of your application should be authentically yours. To learn more, please review CDW's AI Applicant Notice.