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DS Smith Logo DS Smith · Customer Service

Senior Customer Service Coordinator

United Kingdom, Milton Keynes · Job Posted February 17, 2026
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Job Description

The DS Smith customer service team are a dynamic and vibrant mix of professionals who focus on delivering the sales strategy, goals and performance whilst working to delight our customers by showcasing our sustainable and innovative packaging solutions - The customer service team are the face of our business and our biggest ambassadors! We're seeking a proactive Senior Customer Service Coordinator to join our team, delivering world-class service in a fast-paced environment. This is an exciting opportunity to play a vital role in ensuring seamless operations and exceptional customer experiences.

Job Responsibility

  • End-to-end management of a large customer account, ensuring operational excellence across all aspects of the customer journey
  • Support the Customer Service Manager, occasionally deputising for them and assisting with core HR activities like holiday, sickness records and team rotas
  • Proactively identify and implement continuous improvements and build strong relationships with key customers to deliver a world-class service
  • Support the effective running of the customer service function day-to-day, including order processing, managing complaints, and making appropriate decisions to delight the customer
  • Continuously review key accounts to ensure best practice, identify opportunities for improvement, developing and enhancing existing processes and making recommendations to improve business systems
  • Manage the complaints procedure by actively investigating root causes, implementing corrective actions to deliver beneficial change, and leading by example to minimise complaints
  • Take ownership of the frontline service, proactively engaging with key accounts and being prepared to attend customer visits or review meetings when required

Requirements

  • Relevant customer facing experience – ideally within a B2B or B2C environment
  • Experiencing of managing a small team
  • Able to work independently but also comfortable building strong working relationships with colleagues and stakeholders around the business
  • A positive and can-do attitude
  • Strong organisational skills with proven ability to handle multiple tasks at any given time
  • Computer literate, especially on Microsoft packages (Excel, Word, etc)

What we offer

  • Competitive salary
  • 25 days holiday plus bank holidays
  • Pension scheme, life assurance and income protection
  • Employee Assistance Programme
  • Employee Discounts
  • Cycle to work scheme
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