Target & Purpose of the Position
You are the first point of customer contact for machine servicing and breakdowns. The role will be primarily focused on achieving an agreed utilization rate for our service technicians by successfully planning preventative maintenance and breakdown call outs. The role will be based from our Aldridge office and will support both the UK and Ireland.
Content of the Position:
· Efficiently coordinate customer enquiries for service calls by phone and email.
· Schedule service work for technicians, balancing customer needs and business utilisation requirements.
· Contact customers with service offers and agreements.
· Manage customers’ expectations in terms of technician availability.
· Pro-actively chase up quotations for visits to achieve utilisation.
· Assist customers with identifying parts and assist with technical needs.
· Check commercial accuracy of all orders and process orders entry in Navision in a timely and efficient manner, for all customers.
· Send order confirmations to customers for each order entered.
· Deal with any customer queries (late deliveries, faulty goods, stock discrepancies etc )
· Obtain proof of deliveries when requested.
· Raise any credit notes for material returns / price discrepancies .
· Support external sales and service technicians with any requirements.
· Deal with invoice queries / chase overdue debt .
· Set up new accounts / send customer credit application forms .
· Provide order and invoice details to finance for portal customers.
Key Requirements
1. Proven experience in a similar role.
2. Ability to remain calm, confident and resistant to stress.
3. Strong organisational skills and ability to manage workload efficiently.
4. Excellent communication skills both written & oral.
5. Candidates must be customer focused and approach work with an upbeat, positive manner
Proactive approach and ability to work well in a team environment.