Operations & Client Success Coordinator

About the Business

We are a well‑established, dynamic business operating within the IT sector, based in Borough Green. We pride ourselves on delivering excellent customer service, fast response times, and a flexible customer‑focused approach.

The business specialises in IT spare parts distribution and operates an extensive repair and service operation within the Retail and Hospitality sectors. We work internationally with recognised global brands including Epson, Citizen, and PAX. You will be joining a friendly, professional, and hardworking office environment where customer focus and commercial awareness are central to day‑to‑day operations.

Role Overview

This is a cross‑functional, office‑based role suited to an organised and commercially aware professional.

You will act as a central point of coordination, managing client relationships while supporting purchasing, supply chain activity, and operational reporting. The role includes regular interaction with customers, suppliers, and internal teams to ensure parts availability, smooth repair workflows, and accurate performance reporting.

Key Responsibilities

Key Account Management & Customer Service

• Act as the primary point of contact for key customer accounts
• Manage repair portfolios and distribution orders end‑to‑end
• Resolve complex service queries and provide clear repair status updates
• Build strong client relationships to support retention and service growth

Purchasing & Supply Chain

• Procure IT spare parts (e.g. screens, batteries, motherboards) for repair and distribution
• Source and purchase additional goods required by the business
• Raise and process purchase orders accurately
• Liaise with suppliers on pricing, lead times, delivery schedules, and order updates
• Track and follow up on outstanding supplier orders
• Maintain accurate product, supplier, pricing, and stock records
• Support sales and service teams with stock availability queries
• Resolve issues relating to orders, deliveries, or invoicing
• Work with the planning team to maintain optimal stock levels

Reporting & Workshop Liaison

• Use advanced Excel to consolidate repair, inventory, and shipping data
• Produce weekly Turnaround Time (TAT) and SLA compliance reports
• Act as a link between the workshop and customers, translating technical issues into clear communications

Skills & Experience Required

• Strong Excel skills, including VLOOKUPs, Pivot Tables, and data analysis
• Power BI experience desirable but not essential
• Advantageous to have experience within IT hardware, repairs, or distribution
• Strong customer service and stakeholder management skills
• Commercial awareness with a cost‑conscious approach to purchasing
• Highly organised with the ability to manage multiple priorities

Key Measures of Success

• High parts availability, minimising repair delays
• Consistent, accurate, and timely reporting
• 95%+ SLA compliance across repairs and shipments
• Positive customer feedback and strong account retention

Blue Arrow is proud to be a Disability Confident Employer and is committed to helping find great work opportunities for great people.