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Service Coordinator, Crowborough, East Sussex, UK

Location
Europe
Job Function
Administrative Support
Date Posted
13 August 2019

The Service Coordinator will provide support and scheduling of service within the department, ensuring timely responses to internal and external customers exceeding customer expectations. Service Coordinator serves as a commercial “expert” ensuring Servomex policies are preserved throughout the transaction process. 

Key Responsibilities will be:

  • Handle customer and channel partner telephone calls and emails, in a timely manner, providing excellent customer service and adhering to departmental operating procedures and recommending improvements where applicable.
  • Provide return authorization numbers to customers in a timely manner and provide commercially compliant quotations
  • Promote and follow up new service business at every opportunity
  • Document within SAP arrival of units for repair
  • Follow up on open quotations to obtain purchase order approval
  • Process orders forwarded by customers, entering them into the SAP system, ensuring company policies and procedures are maintained, and providing notification to service of approval
  • Verify and document taxable customers according to departmental operating procedures.
  • Keep customers and channel partners informed of the progress of their repairs and proactively inform them about delays experienced during the repair process
  • Facilitate the credit evaluation process for new customers through collaboration with Accounting
  • Administer the rental program and assist in ensuring units are available in a timely manner
  • Provide commercial invoices and packing lists for customer approval and coordinate importation as required; follow-up with local broker and freight forwarder or customer freight forwarders to ensure pending shipments are realized in a timely manner
  • Responsible for filing related departmental documents
  • Document customer feedback/VOC related to service process and product issues
  • As a secondary measure, assist with collections of past due invoices, together with Finance and Service management
  • Provide coordination of field service

Candidate Specification:

  • A proven track record in carrying out a service coordination support function within a technical environment demonstrating strong skills in customer advocacy
  • Commercial mind with technical inclinations; ability to understand technical aspects of our products and services
  • Multi-tasking; ability to constantly prioritize according to demand and adhere to standard work requirements
  • Proficient in Microsoft Office, SAP and Salesforce.com experience
  • Experience with contract review or participation with negotiating terms and conditions of a contract preferred
  • Fluent in spoken and written English – multilingual a plus
  • Lean Six Sigma experience (Green Belt) or equivalent a plus 8. Degree in business, finance or similar discipline; equivalent experience will be considered


Servomex offers a comprehensive salary and benefits package commensurate with its status as a world class organisation committed to high performance, customer focus and employee empowerment.