About the Role:
This is a fantastic opportunity to work in a dynamic Customer Experience Department as a Customer Services Coordinator. The successful candidate will be responsible for ensuring a seamless and positive experience for customers throughout all stages of their journey with our organisation.
The role involves acting as the first point of contact, managing service and spares processes, and collaborating across departments to deliver exceptional service. Key responsibilities include serving as the primary point of contact for customers, assessing customer needs, managing customer cases, and overseeing service and spares quotation and order processes.
In addition, the ideal candidate will have strong communication skills, both verbal and written, and proficiency in Microsoft Office applications. Experience with Sage 50 or similar accounting/planning software is also desirable. If you are a proactive and customer-focused individual who can adapt and lead in a changing business environment, we would like to hear from you.
* Key Responsibilities:
* Serve as the primary point of contact for customers throughout all project stages.
* Assess customer needs and ensure they are met through each phase of the project.
* Manage customer cases and maintain accurate records of work in progress.
* Oversee service and spares quotation and order processes.
* Handle customer account setup and information gathering.
* Collaborate with internal departments to enhance the overall customer experience.
* Escalate issues and complaints appropriately and in a timely manner.
* Achieve and report on key performance indicators (KPIs).
* Build and maintain strong relationships with customers.
* Manage purchase orders, requisitions, and invoicing.
* Coordinate stock and inventory control with the Stores Department.
* Arrange engineer travel and accommodation.
* Maintain and manage engineer documentation.
* Support the Customer Support Help Desk with call handling, job scheduling, and job number control.
* Adhere to company Quality Management System (QMS) procedures and processes.
About You:
To succeed in this role, you will need to possess strong communication skills, both verbal and written, and proficiency in Microsoft Office applications. Experience with Sage 50 or similar accounting/planning software is also desirable. In addition, you should be able to adapt and lead in a changing business environment, and have excellent organizational and multitasking abilities.
What We Offer:
We offer a competitive package that includes opportunities for growth and development. If you are a motivated and customer-focused individual who is looking for a new challenge, we would like to hear from you.