Customer Service Coordinator
2 weeks ago
Job Summary
We are seeking a highly skilled Customer Service Dispatcher to join our team at Jungheinrich. As a key member of our service team, you will be responsible for allocating engineering resources to meet customer expectations in a timely and cost-effective manner.
Key Responsibilities
- Efficiently handle and log customer calls in accordance with agreed procedures.
- Build strong relationships with customers, engineers, and colleagues to ensure seamless communication and collaboration.
- Regularly update customers on the status of their work, ensuring transparency and trust.
- Maintain accurate records of work allocation, progress, and completion.
- Monitor and escalate VOR truck issues as necessary.
- Allocate and order subcontracted work, ensuring timely completion.
- Collaborate with Area Service Managers to plan engineer absences and optimize resource utilization.
- Process engineer timesheets, verifying accuracy and productivity.
- Ensure accurate charging of work to customers and regular cleansing of error logs.
- Review team resource, skill matrix, and primary engineers with Area Service Managers to optimize performance.
- Participate in internal meetings to share knowledge and best practices.
- Monitor engineer performance and escalate issues to Area Service Managers as needed.
- Procure engineer tools and small materials as required.
Requirements
- Strong experience in planning and resource allocation.
- Ability to work under pressure in a fast-paced environment.
- Effective communication skills to interact with multiple stakeholders.
- IT literacy and proficiency in relevant software.
- Desirable: experience in a service-related industry with a focus on work allocation.
Competencies
- Adaptability and flexibility in a dynamic environment.
- Attention to detail and accuracy in record-keeping.
- Resilience and tenacity in the face of challenges.
- Influencing and collaboration skills to build strong relationships.
- Integrity and professionalism in all interactions.
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