Customer Service Co-ordinator Supervisor

2 weeks ago

Basingstoke, United Kingdom Trane Technologies Full time

At Trane TechnologiesTM and through our businesses including Trane® and Thermo King®, we create innovative climate solutions for buildings, homes, and transportation that challenge what’s possible for a sustainable world. We're a team that dares to look at the world's challenges and see impactful possibilities. We believe in a better future when we uplift others and enable our people to thrive at work and at home. We boldly go.

**Job Summary：**

An exciting new position exists for a Customer Service Coordinator Supervisor reporting to the Service Operations Manager at our Trane UK site based in Basingstoke.

**Responsibilities**:

- Manage the scheduling of complex service projects from order entry to invoice.
- Handle incoming technical questions or queries from customers.
- Manage the technicians’ diary by liaising with Operations Service Manager to allocate calls in a timely manner.
- Organise/schedule all work in progress/outstanding calls in a timely manner.
- Keep customers and technicians informed of progress/any changes to pre-arranged plans.
- Be flexible in approach when dealing with on demand call outs working with Service Manager as required to deliver a seamless service.
- Correctly prioritise works to suit workload.
- Ensure calls and invoicing remains up to date.
- Order parts from suppliers when given specific information from technicians.
- Answer customer queries/complaints relating to service calls and technician visits.
- Check pricing reports when jobs are complete, amend as necessary and pass to Contracts/Invoicing for final sign off.
- Maintain database, accurately updating customer information.
- Become familiar with specific customer requirements and maintain existing/new relationships.
- In addition to these duties employees are required to carry out such other tasks as may be reasonably required.

**Additional supervisor role responsibilities**:

- Support the coordination team by technically validating orders as to correct parts and labour allocation as requested by your colleagues.
- Ensure daily diary meetings/reviews take place to ensure all works go ahead as planned.
- Review weekly the team’s technician board from the previous week is closed with costs applied and invoices raise.
- Review twice weekly the current and next weeks technician board to ensure all projects are booked, parts incoming or available and customers & technicians have been communicated with the plans or changes.
- Ensure regional KPI’s are always met - issue report weekly to regional service manager.
- Support the coordination team to ensure all works are completed in line with KPI’s always delivering excellent customer service both internally and externally.
- Ensure admins is always SOX compliant.
- Create and manage on call rota on a 12 month rolling basis for service and hire technicians (including separate Christmas’s rota).

**Qualifications**:

- Experience in HVAC business, Technical Services business or similar industry (e.g. customer service, engineer scheduling) and technical activity focused on technical products/solutions;
- HVAC or Technical Services Qualification or time served experience.
- Excellent phone and interpersonal skills
- Ability to work under pressure.
- Strong verbal and written communication

**Key Competencies**:

- Ability to work confidently and efficiently with Microsoft Word, Outlook, PowerPoint, Excel & Access to produce correspondence and documents and to maintain presentations, records, spreadsheets and databases.
- Strong communication skills both oral and written.
- Previous multi-project coordination/scheduling experience in a high volume environment.
- Highly customer focused and proactive.
- Commercial acumen.
- Flexibility and pragmatism in respect of the demands of the role and the seasonal nature of the business

We offer competitive compensation and comprehensive benefits and programs. We are an equal opportunity employer; all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, pregnancy, age, marital status, disability, status as a protected veteran, or any legally protected status.

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