Export Customer Service

Learning Resources is the home or award-winning toys, games and learning aids for children aged 2-12. We understand the importance of learning through play and offer toys and games that positively influence children’s growth and development. Learning Resources Inc is a US based family-owned company. Learning Resources Ltd. was founded in Kings Lynn, Norfolk in 1994 to serve the European, Middle Eastern, African and Indian Markets. Team & Position Description: The Customer Service Export Co-ordinator ( Maternity Cover) plays a critical role in delivering exceptional service to UK and Export trade customers for Learning Resources® Ltd. This position ensures accurate order processing, timely communication, and compliance with export documentation requirements. The role demands proactive problem-solving, attention to detail, and collaboration across Sales, Warehouse, and Accounts teams to maintain high service standards. What you will do day to day (responsibilities):   * Order Management: Accurately receive and process customer orders via phone and email in D365, ensuring completion by end of day.  * Order Tracking: Monitor Open Order reports and take proactive steps to resolve any delays.  * Customer Communication: Provide timely updates on order status, suggest alternatives for out-of-stock items, and support soft selling where appropriate.  * Customer Queries: Handle telephone and email enquiries promptly and professionally; prioritise complaints and ensure effective resolutions. Cover colleagues’ lines when required.  * Export Documentation: Prepare and issue accurate export documentation (e.g., certificates of origin, pro-forma invoices) and maintain audit-ready files.  * Returns & Credits: Process returns and raise credits within agreed timelines.  * Pricing & Account Management: Maintain contract pricing and set up new customer accounts in the system.  * Team Support: Provide cover for absent team members as directed.  * Data Management: Update and maintain accurate records in D365.   What we are looking for (Key Performance Objectives): 1. Order Accuracy & Timeliness - All customer orders must be processed by the end of each business day, with an error rate maintained below 1% on order entry. 2. Customer Satisfaction - Achieve a minimum of 95% positive feedback on customer service surveys and ensure all complaints are resolved within 24 hours of receipt. 3. Export Compliance - Maintain 100% accuracy in export documentation and audit files, with zero compliance breaches during customs clearance. 4. Communication & Responsiveness - Respond to all customer queries within four business hours and provide proactive updates on any delayed orders. 5. Collaboration & Support - Attend at least 90% of scheduled training sessions and deliver full support at trade shows as required. 6. System & Data Management- Keep all records in D365 up to date with no backlog and complete monthly contract pricing reviews on time. Requirements/Ideal Attributes: * Proficient in MS Office with excellent problem-solving, time management, and organisational skills. * Passionate about delivering outstanding customer service and building strong relationships through effective communication. * Self-motivated, adaptable, and able to work independently or collaboratively within a team. * Calm and professional when handling challenging situations, with a positive and solution-focused approach. * Quick to learn new systems and processes, ensuring accuracy and efficiency in all tasks. * 1–2 years of customer service experience, ideally within a trade or export environment. #learningresourcesUK #hybrid