ABOUT THE ROLE:
Working within a team of Service Support Coordinators, alongside Service Support Advisor colleagues. You will be liaising with a team of Service Call Planners and approx. up to 90 field-based Service Technicians as well as liaising with internal colleagues within the other departments to resolve customer issues.
•Proactive customer engagement including call logging and updating customers with ETA’s/completion of the call
•Provide pricing upon request
•Communicate with customers about their repair calls – advising of any delays/ job status
•Investigate and resolve customer complaints, quickly and patiently to achieve ‘best in class’ customer experience.
•Provide Service Technicians with further information if required (access times, spend limits etc.)
•Support Business Development Managers
•Produce customer quotation and parts ordering when approved
•Track warehouse orders to coordinate delivery with technician schedule
•Maintain accurate customer information on SAP (address, contact details, access times etc.)
•Monitor open calls, progressing work and updating the customer with ETA / status of the call
•Maintain account information via customers web portals (ProNett, Verisae etc.)
•Uploading quotes and invoices and validating transactions against purchase order values – requesting PO uplifts as required.
•Check statements on a monthly basis dealing with any invoice / PO queries and discrepancies up to point of payment due.
•Warranty evaluation and raising orders and invoices for chargeable work
Essential skills, knowledge, and experience:
•Proven experience in a service focused / account coordinator role
•Excellent written and oral communications skills
•Good geographical knowledge of the UK
•Effective organisational skills
Desirable skills, knowledge, and experience:
•Working knowledge of SAP
•Experience of the catering industry
•A B2B and/or SME background would prove a distinct advantage
Aptitude & Attitude:
•Good telephone manner, able to remain calm under pressure and to deal with demanding customers
•Methodical and organised
•Someone who looks to solve problems before they occur
•Able to manage time and work under pressure to tight deadlines
•Self-managed approach to balancing numerous demands – reinforced by the ability to prioritise effectively
•An influential team player
•37.5 hours per week
•Mon-Fri 08:30 - 17:00
•24 days annual leave plus bank holidays
•Employee Assistance Programme
•Staff Perks & Savings Scheme
•Free Tea and Coffee
•Dress Down Days
Interested? Click APPLY, we'd love to hear from you!