Customer Support Coördinator

FORTNA partners with the world’s leading brands to transform omnichannel and parcel distribution operations. Known world-wide for enabling companies to keep pace with digital disruption and growth objectives, we design and deliver solutions, powered by intelligent software, to optimize fast, accurate and cost-effective order fulfillment and last mile delivery. Our people, innovative approach and proprietary algorithms and tools ensure optimal operations design and material and information flow. We deliver exceptional value every day to our customers with comprehensive services and products including network strategy, distribution center operational design and implementation, material handling automated equipment, robotics and a comprehensive suite of lifecycle services.
At FORTNA, we believe in fostering a workplace that isn't just a job but a movement - a collective effort to redefine success and transform challenges into opportunities. "Join the Movement" encapsulates our commitment to a workplace culture that thrives on collaboration, celebrates diversity, and empowers every individual to contribute to something greater than themselves. Our Team. Our Passion. Our Approach.

Location: Hybrid role - Part-time in Shirebrook, UK, and Part-time in Houten, NL

Who We Are:
Join our dynamic team as we seek an experienced Senior Customer Support Coordinator. We are a global leader in supply chain solutions, and we are looking for an individual who is passionate about delivering the best results for our customers.

What You Can Expect:
As a Senior Customer Support Coordinator, you will play a pivotal role in ensuring seamless operations within our busy on-site LPS team. If you thrive on managing priorities, coordinating efficiently, customer and internal communication. You are good is spotting gaps and get energy from bridging these. Than this opportunity might be perfect for you.

Contract Management:
- Coordinate the delivery of contractual agreements, ensuring promises are upheld.- Maintain up-to-date billing information, organized folder structures, and accurate system documentation.- Supporting the operational team onsite and fluent English required.

Coordinating Action Trackers:
- Conduct regular meetings to ensure seamless communication and collaboration, promptly addressing inquiries within the LPS organization.- Proactively manage specific actions, open issues, or tasks using tools like Action tracker.

Reporting and RCA Management:
- Effectively manage workloads to achieve KPIs and maintain high levels of customer service.- Ensure high-quality Root Cause Analyses (RCAs) to learn and improve from on-site experiences.

Ensuring Accurate Data:
- Meticulously maintain customer data, including Infor(ERP), to avoid discrepancies.

Coordinating Handover Process:
- Gather stakeholders during the implementation of new systems or upgrades.- Monitor the transition to operations, participating in project planning and ensuring adherence to the Service Handover process for the best possible service.- Internal and External communication

Who are You:
- Proven experience in a senior customer support role, preferably in an international setting.- Exceptional communication skills, demonstrating a keen understanding of the nuances of native English.- Ability to thrive in a fast-paced environment and lead a team towards continuous improvement.- Demonstrated experience in fostering positive client relationships and addressing complex customer issues.- Willingness to travel to the Netherlands once a month and be onsite at the customer 80% of your time.

What do you bring:
- Bachelor's degree in a relevant field.- Strong organizational skills with an eye for detail.- Familiarity with supply chain solutions is a plus.- Fluent in English

How to Apply:
We are Lifecycle Performance Services (LPS), a division of FORTNA. LPS provides support to every FORTNA customer by providing customer-specific services for delivered components, transport and sorting solutions. We maintain, modify and optimize systems and provide 24/7 customer support. The organization is growing rapidly as the market demands our systems and services.