CTS Coordinator

About the role

This role will provide administrative and coordination support to ensure seamless operations for the CTS team and exceptional service to customers across the UK & Ireland. The role will play a pivotal part in administering key processes such as purchasing, invoicing, documentation, and quality compliance, while acting as the first point of contact for customer inquiries, technical support, and complaints. 

The post holder will maintain efficient communication channels and ensure the accuracy of all technical, compliance, and contractual data, contributing the customer satisfaction and the continuous improvement of internal operations.
 

Key Responsibilities

• Take ownership of creating and managing Purchase Orders, ensuring timely and accurate support for the CTS business.
• Provide essential invoicing support to engineers, facilitating smooth and efficient customer transactions.
• Oversee and manage Capper rental contracts, ensuring seamless operations and fostering strong client relationships.
• Manage spare parts by serving as the emergency contact for customers, overseeing stock management and cost control, handling Brexit paperwork and customs queries.  Provide support to closures parts ordering support when required.
• Coordinate technical and compliance documentation, including BRC, ISO, seam specifications, and product datasheets, to meet customer requirements. Ensure compliance systems are maintained, working closely with regulatory, quality, and operations teams to keep information up to date.
• Serve as the first point of contact for customer quality complaints and technical support; capturing and coordinating customer demands for technical assistance, machine changeovers, production support, overhauls, and maintenance. 
• Manage the entire customer complaint process, including complaint reception, acknowledgment, database entry, liaising with manufacturing plants and R&D, and providing feedback after review with the CTS Manager and Commercial team. 
• Lead regular internal and external Quality reviews, presenting complaint statuses, outcomes, and statistical analyses. 
• Coordinate customer trials in collaboration with the CTS Product Manager, Commercial team, and Operations.
• Conduct systems analysis to determine how CTS systems should operate and assess how changes in conditions, operations, or the environment will affect outcomes.
• Provide support to the European Customer Service team as required.
• Prepare and manage Customer Product Specifications, maintaining databases for new part specification creation by coordinating with manufacturing sites and ensuring customer product specifications are readily available for new parts.
   

Key Skills

Essential: 

• Proven experience in administrative roles, preferably within a technical or customer support environment.
• Experience in customer relationship management, purchasing or sales
• Strong organisational skills with the ability to manage multiple tasks, prioritise effectively, and meet deadlines.
• Must have a good level of IT skills and experience with systems
• Excellent communication and planning skills
• Ability to solve problems quickly in difficult situations
• Methodical, self-motivated and able to prioritise

Desirable

• Familiarity with industrial compliance certification and quality systems
• Manufacturing experience an advantage.
• Experience with Brexit paperwork, customs queries, and handling import/export documentation is an advantage