Customer Support Coordinator

About this position:

Are you ready for your next challenge? We are looking for an ambitious and experienced Sales and Support Coordinator with the skills and personal attributes needed to make a difference. Our business has ambitious plans for the future and is undergoing significant transformational change. You will work within a small team, reporting into the Customer Support Manager. You will have a consultative and can-do attitude and work collaboratively and openly whilst offering effective solutions, bringing consistency and best practice to ensure that Customer Supports delivery of business objectives.

RESPONSIBILITIES:

The receiving and registering of incoming customer calls whilst at all time maintaining a professional manner. Ensuring accurate recording of message and tasks

Matching the customers requirements to the availability of engineers and other technical resources including communication with Sales and Applications

Check and process/approve Cases and Work Orders and Time Sheet information in the SalesForce (SFL) and (SAP) in 3 working days,

Process all orders ready to invoice customers ensuring clear lines of communication are achieved between all parts of the organisation and answering queries.

Order spare parts for customers, engineers and stock ensuring records are kept up to date

Management of engineer Dispatch Console, using cases and Work Orders to track all activities

Arrange Customer Support and Sales Meetings at suitable locations and attending.

Schedule Preventative Maintenance visits for all engineers on a monthly basis using the PM planner in SFL

Quotations as per customers requests using the correct format ensuring that we have Terms and Conditions agreed

Contracts administrator and Support agreement including quotes and at the end of warranty or contract end.

Management of install base through CRM tools

Updates to warranty and contract at point of sale.

To maintain elements of the ISO9001 Quality System where necessary.

Create and manage installed products and Customer Accounts in SFL

Use SAP purchasing to raise requisitions as and when required

To cover all business relevant tasks for absent staff in order to maintain business continuity

Maintain accurate financial data for revenue.

Supporting return and repairs through correct systems.

Managing invoicing queries with the support of accounts

Monitoring and managing stock levels and audits across UK service organisation

Manage daily tasks in the local business

ACCOUNTABILITY:

Works within established policy and guidelines and with limited supervision; uses own judgement and supervision to progress tasks and works towards agreed goals and objectives.

KEY PERFORMANCE INDICATORS:

Customer Satisfaction

Response times

COMMUNICATION:

Customer and Supplier Communication

Daily written and verbal communications with customers.


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