Our Service Support Coordinators contribute to a thriving Service Support Team, delivering great customer service to our key customers who need assistance with managing their commercial warewash needs, as well as delivering support to our office and field-based colleagues across the UK. Delivering ‘best in class’ customer service to our account customers, with a focus on proactive account management, including warranty claims processing, monitoring and chasing payments. You will be working within a team of Service Support Coordinators, alongside Service Support Advisor colleagues. Liaising with a team of Service Call Planners and approx. up to 70 field-based Service Technicians as well as liaising with internal colleagues within the other departments (Spares, Sales, etc.) to resolve customer issues. Service Administration Produce customer quotation and parts ordering when approved Track warehouse orders to coordinate delivery with technician schedule Maintain accurate customer information on SAP (address, contact details, access times etc.) Account Management Uploading quotes and invoices and validating transactions against purchase order values – requesting PO uplifts as required. Check statements on a monthly basis dealing with any invoice / PO queries and discrepancies up to point of payment due. Warranty evaluation and raising orders and invoices for chargeable work Maintain account information via customers web portals (ProNett, Verisae etc.) Customer Service Proactive customer engagement including call logging and updating customers with ETA’s/completion of the call Provide pricing upon request Communicate with customers about their repair calls – advising of any delays/ job status Investigate and resolve customer complaints, quickly and patiently to achieve ‘best in class’ customer experience. Essential skills, knowledge, and experience : Proven experience in a service focussed / account coordinator role Excellent written and oral communications skills Effective organisational skills Desirable skills, knowledge, and experience: Working knowledge of SAP Proficient in Microsoft Excel, including advanced functions such as VLOOKU Aptitude & Attitude: Good telephone manner, able to remain calm under pressure and to deal with demanding customers Methodical and organized Someone who looks to solve problems before they occur Able to manage time and work under pressure to tight deadlines Self-managed approach to balancing numerous demands – reinforced by the ability to prioritise effectively An influential team player Hours: 37.5 hours per week Mon-Fri 08:30 - 17:00 Hybrid working (3 days in the office, 2 days at home - upon successful completion of probation) Benefits include: Competitive Salary Contributory Pension Life assurance 25 days annual leave plus bank holidays Employee Assistance Programme Staff Perks & Savings Scheme Free Parking Tea and Coffee Dress Down Days Staff Events