Location: St Albans
Job type: Full time
Contract: Permanent
Reports To: Customer Service Manager
About Us:
Franke Coffee Systems UK Ltd. is a leading company in coffee machine industry committed to excellence and innovation. Together with our trade partners, we are committed to delivering premium best-in-class in-cup-quality, consistency and beverage variety, as well as ensuring an outstanding customer experience through constant innovation.
Job Summary:
The Customer Service Coordinator is responsible for managing the inbox and liaising with customers, account managers, service providers, and other departments. This role demands strong organizational skills, excellent communication abilities, and the flexibility to thrive in a dynamic work environment.
Provide support to customers and manage portal access. Assist with the planning, and completion of various projects within the organization. Coordinating with cross-functional teams within the organisation, to ensure standard operating procedures throughout the business.
Key Responsibilities:
* Email Management: Monitor, prioritise, and respond to incoming customer emails and portal tickets, ensuring smooth handovers to relevant teams within 2 hours
* Customer Liaison: Act as the first line of contact to customer queries: filtering, documenting and escalating technical issues
* Team support: Liaise effectively with internal departments, service providers and account managers to deliver timely and accurate updates
* Administrative duties: Maintain accurate records in SAP, generate and distribute reports and handle documentation as required
* Cross-departmental Support: Assist the Planning department during peak periods with order processing and related task. Collaborate with other teams and support administrative tasks to ensure overall efficiency. Address any issues or discrepancies related to machines or customers.
* Phone Management: Answer calls within 3 rings and handle the nature of the call accordingly.
* Troubleshooting: Resolve calls using videos, documents, advice from engineers and troubleshooting sessions. Log and close calls as fixed over the phone to track remote resolutions. Seek insights on IOT for potential issues.
* Credit Requests: investigate all credit requests and provide recommendations to the Head of Customer Service with full reasons. Inform customers of the decision once confirmed
* PPM: Assist customers with pre planned maintenance work
* Contract: Support customers with contract queries
* Optimising AI systems: Implementing algorithms to enhance the efficiency and accuracy of AI models
* Staying updated with AI: Keeping up with advancements in AI and integrating innovative solutions into existing systems
* Developing AI Solutions: Creating machine learning models and AI algorithms to solve business problems
* IOT Support: Utilise IOT to support customers with preventative services and maintain operational machines
Requirements:
* Exceptional organisational and time-management skills.
* Strong communication and interpersonal abilities.
* Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and scheduling software.
* Ability to multitask and adapt to changing priorities in a fast-paced environment.
* Attention to detail and problem-solving skills.
* Proactive: Ability to anticipate needs and take initiative.
* Team Player: Works well with others and supports team objectives.
* Customer-Focused: Prioritises customer satisfaction and ensures high-quality service.
* Flexible: Willing to step into different roles and take on additional responsibilities as needed.
Why Join Us:
* Opportunity to work in a collaborative and innovative environment.
* Professional growth and development opportunities.
* Competitive salary and benefits package.
* Be part of a company committed to excellence and innovation.
* 25 days of holidays
* Private Healthcare for you, with the option to add partner and children
* Life Insurance
* Income Protection
You may also have experience in the following: Customer Service Advisor, Customer Service Executive, Customer Service Officer, Customer Service Representative, Contact Centre Operative, Customer Service Agent, Call Centre Operative, Customer Support, Client Support, etc.
REF-222 107 #J-18808-Ljbffr