Coordinator, Customer Experience and Support
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About The Role
The Coordinator, Customer Experience & Support coordinates and manages the successful delivery and installation of all customer orders from order entry through to completion of a successful installation. Takes ownership and supports our customers by being the first point of contact for after sales to include servicing of equipment, ordering parts and actioning technical requests. Delivers service calls and parts to the field service technicians to complete the customer experience.
Although this role is fully remote, in office attendance may be required once a week for collaboration at our London office and Camberley locations as needed.
Responsibilities
* Processing equipment orders, support customers through delivery & installation and after sales service.
* Coordinating D&I planning with external installation partners.
* Taking and supporting customers service, parts, and technical requests.
* Processing parts orders end-to-end.
* Ensuring timely and complete all types of order processing end-to-end including invoicing, reclamations and returns.
* Setting up new customer accounts.
* Creating customer quotes for FG orders, service and parts.
* Coordinate and manage work order dispatch assuring timely service.
* Creating purchase orders and van stock replenishments for spare parts.
* Planning maintenance and check-up visits.
* Working closely with sales team, field service team, supply chain, logistic and controlling team.
* Supporting with SFDC.
* Fulfilling contractual obligations against business agreements.
* Maintaining customer portals.
* Processing team & KPI reporting and ensuring KPIs are met.
* Maintaining order book and supporting the sales teams with correct delivery dates.
* Processing inbound & outbound invoices.
* Working on administrative tasks.
* To work as part of the EMEA Customer Care Hub, reviewing processes and seeking improvements.
Qualifications
* Certificated education in a business or technical relevant field or equivalent
* Minimum 3 years of experience in CS/Orders/Logistics environment
* Highly customer orientated personality
* Understanding of processes in field services and supply chain (spare parts logistics)
* Ability to read exploded view diagrams and technical drawings in general
* Proficiency in MS Office, SAP & SFDC experience
* Highly organized with a “can-do” attitude, even in stress situations
* Likes to talk and negotiate with customers
* Team player attitude and taking accountability
* Ability to work independently
* Fluent English, additional language skills an advantage
Preferred Qualifications
* Fitness Industry Experience
About Precor
Precor is known for developing and manufacturing the most innovative and reliable commercial fitness equipment on the market. With over 40 years of empowering exercisers, trainers, business owners, and operators alike we take pride in offering world-class fitness solutions across over 13,000 facilities and 100+ countries. We sweat every detail to bring best-in-class product solutions into commercial facilities, meeting exercisers wherever they are: at work, at school, in the gym, or on the road.
Precor is an equal opportunity employer and committed to creating an inclusive environment for all our applicants. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. If you would like to request an accommodation regarding the application/interview process or are having difficulty using our website for application purposes, please contact: HR@precor.com
Seniority level
* Entry level
Employment type
* Full-time
Job function
* Other
Industries
* Wellness and Fitness Services
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