Customer Service Coordinator
Markham Moor
Salary - £30k
The general role purpose is to organise, co-ordinate field engineers on site jobs logged into the system. To schedule their routes and maximise their day.
Key Responsbilities
* Take handle incoming calls from customers and look to problem solve them.
* To escalate client queries to relevant departments where necessary
* Logging client queries on system and updating accurate information.
* Communicate on-call rota changes to out of hours teams
* Carry out an initial investigation around concerns by speaking with the engineers, confirming a plan of action, updating the internal record and the customer alike.
* Ensuring actions comply with agreed customer SLA’s.
* Issuing job related worksheets, reviewing the completed work sheets, taking note of any remedial actions (follow up works) required and confirming a plan of action to complete the job.
* Handling customer complaints carrying out an investigation and providing a response to achieve customer satisfaction.
* Liaising with the customer to update on planned actions, updating the internal digital record as the job progresses.
* If damage, obtain an estimate either externally or internally and from this, create an estimate with the relevant uplift to present to the customer, requesting a PO.
* Review and coding of supplier and sub-contractor invoices and dealing with invoice related queries.
* Inform the sales team to provide customer breakdown feedback in preparation for site visits.
* Maintain the engineers’ calendars and making changes where appropriate to better streamline workflow and customer satisfaction.
* Creating and sending RAMs to customers when required
Candidate Skills
* The suitable candidate will have experience within logistics coordination or scheduling skills.
* Excellent IT skills
* Excellent communication skills – written and oral
* Can remain calm under pressure
* Hours of work Full Time Monday to Friday (office based role, not hybrid)