Role Title: Customer Service Coordinator (Fixed-term maternity cover (12 months) with potential for permanent role depending on business needs).
Location: Hugo Technology, Bromsgrove, United Kingdom.
Reports to: Customer Service Manager
About the company:
Hugo Technology Limited is a UK based privately owned Company formed in 2001 who offer a comprehensive service covering a wide range of equipment, including enteral feeding pumps, patient monitoring, laboratory systems & devices and numerous patient connected devices. Our services include maintenance, upgrades, logistics, decontamination and project management to some of the world’s largest medical equipment manufacturers. We specialise in partnering with OEMs to provide a package tailored specifically to each customer.
For further information regarding our business, please visit www.hugotechnology.co.uk
Outline of the role
To provide administration and planning support within the Customer Service Centre in order to meet or exceed Business and Customer requirements. Ensuring paperwork and database accuracy whilst following documented procedures and agreed scope of work.
Main Duties and Responsibilities
· Planning, booking and scheduling of jobs for Field Service Engineers and Back to Base Engineers as required.
· Liaise with team members, Field Service Engineers and all internal Departments as required.
· Ensuring incoming calls are answered and managing outbound calls to Customers and engineers.
· Dealing with Customer queries and requests.
· Booking travel & accommodation requirements for engineers.
· Assist with preparation of and amending of quotations where required.
· General administration tasks within the department.
· To use Odoo within the Department and ensure that jobs are updated as required.
· Invoicing of Jobs, where required, in the Department
· Adhere to correct work processes within the Department.
· Ensure Calendars are updated and maintained within the Planning Team and Field Service Engineers
· Provide cover for the Reception area when required, including meeting and greeting clients.
· Adhering to the daily requirements of the Business Support & Customer Service Department, ensuring tasks are completed and followed through.
· Collating information and producing statistical reports for business and operational needs, as required.
· Ensure the Department maintains a tidy and safe work area.
· Ensure full compliance at all times with quality management systems and Health and Safety systems to meet the requirements of all company and external standards (ISO 13485) as appropriate
· Other duties as requested
Experience and Qualifications
· Previous experience of working in an office environment with planning experience
· Previous experience in liaising with Customers
· Problem solving experience to meet customer demands
· Computer literate
· Previous experience of using company operational systems
· Experience with Microsoft Office products – minimum 3 years
Key Personal attributes
· Flexible and self-motivated with the drive to go the extra mile
· Dedicated to delivering high levels of service to internal and external customers
· Reliable, dependable and hard working
· Good team player
· Good communication skills – both written and verbal
· Flexible and willing to take on a variety of tasks
· Discretionary company bonus scheme
· Ability to multi task and meet the physical demands of the job
Package and Benefits
· 40 Hours per week paid monthly in arrears
· 20 days annual holiday plus 8 bank holidays, plus any long service additional days awarded to you
· No lieu time applicable
· Company cash plan as per contract
· Company sick pay as per contract
· Discretionary company bonus scheme