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Customer Service Coordinator
3 months ago
Customer Service/Service Department Coordinator Rofta House, Rudgate, Thorp Arch, Wetherby, LS23 7AU - MUST live within a commutable distance
Monday – Friday, 08:00 -17:00 Mon – Thurs, 08:00 – 12:00 Fri (30 mins lunch break)
Salary dependent on experience + Holiday allowance; 25 days plus bank holidays
To carry out all the administration for the service department, ensuring engineer’s diaries are full and efficiently run, making sure parts are ordered and received and fitted promptly, ensuring payments are managed, keeping the system up to date and accurate, and giving excellent customer service on both products and parts to ensure customers have an enjoyable and speedy service by resolving queries quickly.
Proficiency in using Word, Excel and other computer software
Key Performance Indicators (KPIs)
Aftersales inbox to have no more than 5 undealt with emails by end of day
All due services to be booked by end of day
Answering and dealing with incoming calls relating to servicing and repairs in a timely and efficient manner to ensure we are giving the best service possible to our clients. Answering the phone as required at busy times. (Creating service orders for callouts, parts, labour and one-off servicing. Document/System: SAP)
Management of engineers diaries to maximise efficiencies, booking in callouts, services and deliveries, taking payment before visit for non-account customers where possible. (Document/System: SAP)
Document/System: SAP)
Maintenance of service records through events on SAP/Simpro for all VC customers - (Document/System: SAP/Simpro)
Getting customers written agreement for pricing via service quotes. (Document/System: SAP)
Dispatching jobs off the system, ensuring all parts/costs are added, calling to take payment for non-account customers if it hasn’t been completed – within 24 hours of visit. (Document/System: SAP)
Booking in of mandatory and contract services within timescale that has been signed up to. Maintenance of data on system. (Document/System: SAP)
Keeping emails and task list up to date and actioning promptly to give a good service to both customers and work colleagues (Document/System: Outlook)
Processing of service contract quotes into service contracts with associated service orders etc- (Document/System: SAP)
Customer service/service department work incl phone answering, dealing with customer queries. Updating customers on lead times- (Document/System: SAP)
Proactively contacting key accounts under your name to build rapport/ensure satisfaction/identify repeat business- (Document/System: SAP/Outlook)
Liaising with purchasing regarding stocking and maintaining pricing of parts for core products- (Document/System: SAP)
Creating sales orders for parts sent via courier- (Document/System: SAP)
Interested in this Customer Service/Service Department Coordinator role?
