Global Company based near Kingston upon Thames – good commuting links
Exciting opportunity to work for a global tech leader in its field. The position is due to the client winning a new contract and this position will be pivotal in supporting an existing team.
The Customer Service Coordinator is responsible for the end to end handling of all the incoming service requests, both locally and globally, and is a key point of contact for customers and providing a 24/7 worldwide service.
This is a fast paced and challenging role. You need to be able to work out logistics of how to move parts across the globe to the right person or area and at the right time. It’s a perfect role for someone who thrives in a busy environment, enjoys working as part of a team and has experience in a customer facing role.
Handling of all incoming service requests for service and follow-up services – local and globally
Reviewing e-mails and prioritising responses, taking into account time scales, time differences, shipment of spares, urgency, commitments to customers and outside assistance (Suppliers, Tech Support, Purchasing, Sales and Finance)
Liaising with agents worldwide to arrange the attendance and shipment of parts.
Responsible for service confirmation, quotations of worldwide services rates to customers including expenses and checking availability of spares.
Work closely with Service Supervisor and Engineers to plan the local services.
Responsible for agreeing scope of work and charge point with customer, ensuring the relevant purchase order is received if necessary.
Check customer financial data and if necessary, prepare a pro-forma invoice and payment in advance
Liaising with the Shipping Department to arrange delivery of spares within given time scales, port location, local limitations etc.
Responsible for providing feedback/outcome of service to customer and providing solutions for follow-up services.
Arranging returns for defective and unused parts via RMA process
Working with Sales to organise installation projects and informing them of any retrofit opportunities.
Participate in a European 24/7 rota for out of office hours service attendances.
Skills & Experience
Experience of working in a fast-paced, busy environment
Previous experience in a customer-facing or service coordination role is essential