Service Response Controller

7 months ago

Newton Aycliffe, United Kingdom Linde MH UK Ltd. Full time

**What we offer**:

- There’s far more to Linde than fork trucks

As the market leader and innovator, we’re expanding and looking for an enthusiastic team player to join the Area Controller team based in Newton Aycliffe.

Every day is different From managing breakdowns and services, customer queries, along with the organizing of the engineers to ensure we deliver on commitments to our customers.

If you’re organized and calm under pressure, we’ll give you the training to manage a portfolio of customers and engineers within a geographical area to deliver outstanding customer service.

There are the usual metrics and KPI’s that we need to hit, but if you have the drive and passion to deliver exceptional customer service then these will be no challenge for you

**What we offer**:
Within this role, your main tasks will be:

- To optimize the communication and operational links between the engineer service field team and service control
- Management of all reactive, planned and outstanding engineer tasks
- To effectively communicate all trucks out of service to ensure customers are kept up to date with progress
- Answering and dealing with incoming telephone calls and enquiries.
- To conduct each transaction with external and internal customers in a professional and competent manner consistent with maximizing customer satisfaction, and encouraging repeat business, revenue and profit growth for the business.
- To undertake this role in compliance with Health and Safety requirements

Whilst the above responsibilities outline the main functions of this position, management may from time to time, ask you to undertake other duties commensurate with the salary for this position

**Tasks and Qualifications**:
To fulfil this role, you will:

- Be an excellent communicator with first class customer handling skills
- Have experience of working within a fast paced customer service environment
- Have a confident and pleasant telephone manner
- Possess strong decision making and prioritization skills
- Be committed and self-driven
- Be a team player, with a flexible approach to their workload
- Have well developed IT skills particularly Excel. Knowledge of SAP would be advantageous
- Able to work under pressure and achieve deadlines and targets.
- Have exceptional organizational skills

**Tasks and Qualifications**:
Be an excellent communicator with first class customer handling skills
Experience of working within a fast paced customer service environment
Have a confident and pleasant telephone manner
Possess strong decision making and prioritization skills
Be committed and self driven
Be a team player, with a flexible approach to their workload
Have well developed IT skills particularly Excel. Knowledge of SAP would be advantageous
Able to work under pressure and achieve deadlines and targets.
Have exceptional organizational skills

**Tasks and Qualifications**:
Successful applicants will be familiar with customer call handling and logging, organizing and planning engineer Despatch supported by effective and clear communication. The successful applicant will be expected to establish and maintain excellent customer contact and call handling standards, and support and communicate with their engineering team, thus ensuring customers, both internal and external, receive an outstanding level of service.

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