Customer Service Technical Coordinator

3 weeks ago

Longford, Telford and Wrekin, United Kingdom Grohe AG Full time


Customer Service Technical Coordinator at GROHE AG | softgarden

GROHE is recognized globally as a premier provider of sanitary fittings, committed to delivering innovative water solutions. With a rich heritage rooted in technology, quality, design, and sustainability, GROHE strives to create outstanding experiences, embodying the essence of "Pure Freude an Wasser". Our engineering and design initiatives are firmly based in Germany, ensuring that our products are synonymous with quality and reliability, reinforcing customer trust in our brand. As part of the LIXIL Group Corporation, GROHE continues to uphold its esteemed reputation in the industry.

Customer Service Technical Coordinator
  • Full Time
  • Hybrid
  • Heathrow Airport (LHR), Longford TW6, UK
  • With Professional Experience

Core Responsibilities:

Customer Support

  • Deliver exceptional customer service to all GROHE UK clients by managing inbound service inquiries through calls and emails, ensuring a balanced approach to both channels.

  • Address all technical product inquiries utilizing available training and resources to provide customers with suitable solutions.
  • Conduct product fault assessments for customers experiencing issues, determining warranty eligibility and managing necessary actions, including identifying spare parts and coordinating dispatch with engineers if required.

  • Offer precise specification guidance to customers with varying levels of technical knowledge, ensuring a comprehensive understanding of GROHE's product range (training will be provided).

  • Assist customers with installation queries across the full spectrum of GROHE products, catering to diverse technical backgrounds.

  • Continuously enhance your knowledge of GROHE products through company training and self-directed learning.

Warranty Management

  • Proactively oversee new and existing warranty claims, monitoring the status of ongoing claims and adjusting orders as necessary to meet service level agreements.

  • Administer warranty processes, including invoice approvals, out-of-warranty invoices, customer payment processing, engineer job sheet management, fault reporting, and complaint resolution.

  • Balance customer expectations with cost-effective solutions to ensure adherence to warranty budgets.

Company Representation:

  • Act as a representative for GROHE AG, consistently upholding company values in interactions with both external and internal stakeholders through appropriate conduct and performance.

  • Undertake additional responsibilities as assigned, ensuring flexibility and adaptability in your role.

  • Promote the advantages of GROHE products within defined parameters.

Key Performance Indicators:

  • Manage all incoming calls within established service level agreements.

  • Address all service cases promptly, adhering to defined service level agreements.

  • Achieve service quality targets consistently.
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