Customer Service Coordinator

Customer Service Coordinator – Sharpsmart UK

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Sharpsmart is a leading provider of innovative waste management solutions. Our Spennymoor facility supports healthcare clients by ensuring safe, efficient, and compliant waste disposal.

The Customer Service Coordinator is responsible for delivering outstanding customer service at the Spennymoor facility. The role focuses on managing customer interactions, ensuring timely resolution of requests and complaints, driving customer satisfaction, and collaborating with internal teams for a seamless experience.

• Effectively managing tasks and case/project ownership with team members in a timely manner and holding yourself and your team members accountable to targets and dashboard metrics.
• Operational system facilitation including routine administration duties, maintenance and new customer/route/vehicle set up.
• Investigate and resolve customer requests and complaints, ensuring a high degree of accuracy and timeliness in reporting and issue escalation.
• Ensure completion of all regulatory compliance and customer processes on time and flag any required action or escalation.
• Translate and adjust customer changes with production (physical communication on production floor).
• Work closely with the Site Manager, Plant Supervisor and Transport Supervisor to ensure timely and efficient delivery is being met at all customer locations and drive process improvements where gaps are identified.
• Execute customer account installation paperwork, scheduling, stock and logistics/service coordination on time.
• Liaise with your team, customers and Operations Manager, and other department stakeholders on account changes (billing, field service, sales and national CST).
• Constantly look for new ways to better improve customer and administrative processes and drive business‑unit‑level ownership of process improvement initiatives.
• Provide project and KPI accountability for team members and facilitate task and performance management discussions to strengthen the quality and timeliness of team deliverables.
• Constantly look for new ways to develop the skills and competence of team members and the contribution they can make to stronger processes, efficiencies or quality of work.

• Minimum 3 years of experience within the customer service and administrative lead role.
• Experience of working in a similar operational/production environment.
• Ability to use Microsoft Office packages to an intermediate level.
• Good planning and organizational skills with the ability to multitask and prioritise.
• Experience working in a fast‑paced environment.
• Experience using CRM system and multiple reporting systems.
• Proven experience within process improvement.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analysing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgement. Final hiring decisions are ultimately made by humans.