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Customer Service Coordinator

2 months ago

Solihull, United Kingdom Johnson Controls International Full time
Job Title: Customer Service Planner

About the Role:

We are seeking a highly organized and detail-oriented Customer Service Planner to join our team at Sensormatic Solutions. As a Customer Service Planner, you will play a pivotal role in ensuring efficient project execution and customer satisfaction.

Key Responsibilities:

  • Generate efficient schedules to meet live project requirements.
  • Coordinate manpower planning for a team of engineers.
  • Produce accurate information for engineers and customers swiftly.
  • Monitor installation progress to minimize downtime.
  • Ensure all installation information is complete and current.
  • Assist with scheduling sub-contractors.
  • Address performance-impacting occurrences with ad-hoc planning.
  • Strive for 'Right First Time' installations.
  • Manage real-time service levels to deliver high customer service and meet SLA requirements.
  • Book service engineer visits, liaise with engineers, subcontractors, and customers.
  • Use service scheduling software to assign optimal engineers.
  • Communicate and resolve scheduling issues with customers and personnel.
  • Alert management to potential problems and work towards resolution.
  • Reassign work as needed based on workloads and priorities.
  • Monitor engineer activity and ensure customer commitments are met, communicating status changes.
  • Optimize forecasts and action risks.
  • Support the business with ad hoc tasks.

Logistics and Billing:

  • Place Purchase Orders for project materials.
  • Ensure timely material deliveries.
  • Negotiate with suppliers and coordinate equipment delivery.
  • Perform shipping operations.
  • Flag and escalate back-order items or risks.
  • Control inventory of existing projects.
  • Order and coordinate plant hire.
  • Coordinate repair RMA's.

Requirements:

  • Experience in Customer Service or Operations/Service Delivery.
  • Strong decision-making skills and adaptability.
  • Proficient in MS Office, especially Excel.
  • PC literate with experience in bespoke software.
  • Knowledge of Resource Planning/Workforce Management systems.
  • Excellent communication and interpersonal skills.
  • Good telephone manner and appropriate business communications.
  • Strong written and verbal communication skills.
  • Team player with the ability to operate under pressure.

What We Offer:

Competitive compensation, comprehensive benefits, training opportunities, and a collaborative environment.

How to Apply:

Please submit your application, including your resume and cover letter, to [insert contact information].