Job Title – Customer Service – Post Sales Coordinator
Role Purpose:
To contribute to the success of the company through detailed, efficient, office support and professionalism internally and with customers and suppliers in line with the company business objectives. This is a detail-oriented role requiring various tasks working with all departments, requiring good judgment, organization, and the ability to remain calm and professional in all situations.
Reporting Relationships:
Operations Manager – Direct Reporting
Vice President – Indirect Reporting
Board of Directors – Indirect Reporting
Job Description
The role of Customer Service Post Sales Coordinator includes, but is not limited to, the following responsibilities:
* Coordination of new equipment installations, testing, and training resources
* Coordination of service requests for the company’s and other companies' equipment on client sites (both planned maintenance and emergency breakdowns)
* Coordination of spare parts to ensure availability for engineers to complete site work or delivery within the customer’s required timeframe
* Management of spare parts stock using trend reporting to forecast stock levels
* Daily coordination and planning with site engineers, balancing client needs, company needs, and engineer needs
* Compilation of RAM’s documents and issuance to engineers and clients, ensuring understanding
* Follow-up with engineers and regular meetings to assess planning effectiveness and work completion for continuous improvement
* Input and maintain Reddot, the company’s ERP system, to keep it updated with post-sales activities, completed site reports, and work closure. Use it for scheduling future service work
* Follow-up post work completion with clients to ensure satisfaction and gather feedback for continuous improvement. Aim to increase PM contracts based on quality work
* Coordinate with Accounts to ensure invoicing completion after each job
* Arrange and book the most efficient travel to minimize road time between customers, maximizing profitability and efficiency
* Book hotels, ferries, and flights for engineers using the company’s third-party travel agency
* Handle initial client calls, providing direct answers or coordinating with other departments for technical support
* Generate reports on breakdown trends, including maps of the UK/Ireland showing breakdown distribution and distinguishing between single orders, PM contracts, and warranty work
* Create cost analysis reports comparing forecasted versus actual costs to evaluate profit and overall performance, maintaining alignment with the pre-sales customer service team for profitable quotations
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