Customer Support Coordinator
2 weeks ago
Jon title: Customer Support coordinator
Basic - £25k
Location: Northampton
Job Purpose: The primary function of this new role is for customers to have one point of contact for service, sales and parts within designated regional area, covering all aspects of Customer Service.
The role will require the ability to deal across functions, from workshop floor personnel, Field Service Engineers through to, and including, Senior Managers, decision makers and main board directors within customer organisations and our own internationalorganisation. standing.
Key Responsibilities
Act as secondary contact for all customers
Completing all administrative duties and support Sales team with all administrative requirements to ensure smooth running of all accounts.
To manage the life cycle of service contracts on a monthly basis, work with customers to advise when current contracts are expiring and ultimately encourage them to renew.
**Job Description**:
To effectively and efficiently answer service and break down requests from customers, considering at all times the SLA agreements in place.
To allocate service / breakdown workload to the external engineers in an efficient and timely manner, considering locations and engineer travel time.
Ensure that estimates are turned around in a timely manner and chased with customers, actively seeking chargeable opportunities and ensuring their timely completion with engineers to achieve monthly financial targets.
To accurately process completed work through to invoice on a daily basis, and handle any customer queries relating to invoicing in a timely manner with particular emphasis on revenue targets.
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