Senior Customer Services Co-ordinator

An opportunity has arisen in our Customer Service Department for a full time Senior Customer Service Co-ordinator.

Robinson Brothers are an Independent, family-owned company manufacturing organic intermediates for the Pharmaceutical, Agrochemical, Rubber, Polymer, Food & Beverage and allied industries.  Robinson Brothers operate from West Bromwich in the West Midlands and were established in 1869.

We are seeking a dedicated and detail-oriented Customer Service Co-ordinator to support our operations and provide exceptional service to our customers worldwide.

In this role, you will:

• Operate in compliance with ISO9001 standards, managing and coordinating customer orders through email, telephone, and customer portals. You will proactively monitor and communicate order progress, ensure On Time In Full (OTIF) deliveries, and handle customer queries and requests efficiently.
• Collaborate effectively with internal teams, including Operations, QA/QC, Warehouse, R&D, and Sales, while maintaining strong relationships with global customers and freight agents.
• Prepare, calculate, and track quotations, providing accurate and timely responses to external customer requests.
• Coordinate and prepare documentation to facilitate domestic and international transport of goods, ensuring compliance with destination-specific and road, air, or sea transport regulations.
• Ensure timely and accurate completion of orders, meeting monthly, quarterly, and yearly deadlines.
• Participate in sales and operations meetings, provide customer updates, and distribute meeting minutes as required.
• Maintain customer accounts by monitoring order patterns, analysing trends, and delivering accurate forecast updates.
• Support departmental administration, including filing, scanning, and visitor hospitality.

The ideal candidate will possess:

• Exceptional communication, organisational, time-management, and problem-solving skills.
• A minimum of 2 years’ experience in the export & shipping industry.
• Comprehensive knowledge of shipping and exporting regulations.
• Qualifications in the movement of Dangerous Goods by road/air/sea (IMDG, IATA, ADR).
• Hands-on experience with Sage X3 or similar ERP systems, alongside strong proficiency in Microsoft Word & Excel.
• Educational qualifications including GCSEs in Maths and English, and NVQ Level 2 or higher.

Salary is c£30,000 on experience, Hours of work 8.45 am – 4.30 pm on site, a 36.25 hour week. 25 days holiday (plus all UK bank holidays), free life assurance cover and generous paid sick scheme (both after a qualifying period).  We also provide access to a stakeholder pension scheme, a voluntary employee medical cash benefit plan.

Interviews will be conducted once suitable applicants are identified.

Applications should be sent to [email protected]  with a covering letter.