Customer Service Operations Coordinator

3 weeks ago

StokeonTrent, Stoke-on-Trent, United Kingdom OSI Systems, Inc Full time

Job Description

Overview

OSI Systems, Inc. is in search of a Customer Service Operations Coordinator to be part of our dynamic team. This role is pivotal in ensuring the smooth operation of our Cargo Services Department, focusing on international territories.

As a leading provider of advanced X-ray technologies, we are committed to delivering exceptional cargo and vehicle screening systems. Our mission is to empower our clients in their efforts to combat security threats, including terrorism and smuggling.

The Coordinator will play a crucial role in fostering customer relationships while providing essential support to our Service Engineers and regional management. This position may involve occasional travel to engage with clients and strengthen partnerships. Responsibilities extend beyond the immediate territory and may require assistance to other regions as needed, including after-hours support to guarantee comprehensive coverage for our Cargo Services team. Additionally, this role entails meticulous updates and processing on a regular basis to ensure all financial commitments are fulfilled.

Responsibilities

Address all inquiries from customers and Field Engineers regarding system repairs and support. Manage financial tasks: complete billing and invoicing for services and spare parts, track inventory, and oversee vendor invoicing including tracking, coding, and submission. Maintain the maintenance schedule, coordinating with customers and Field Service Engineers, managing consumable shipments, and ensuring contract obligations are satisfied. Provide quotes for time and material services. Log and oversee service requests daily until resolution, ensuring proper tracking of the entire open call list. This includes understanding contract and charge coding as outlined in the Coordinator Service work instructions. Order necessary parts for service and other shipments required by customers and field teams, including knowledge of international shipping processes. Collaborate closely with managers, sales, finance, logistics, and other relevant departments; perform additional duties as assigned. Provide after-hours support as necessary to accommodate time zone differences. Ensure timely responses to all inquiries from Customer Field Managers and Field Engineers, including immediate communication via phone and email within one business hour. Qualifications

Detail-oriented with proficiency in Microsoft Office applications (e.g., Word, Excel); experience with Microsoft Dynamic ERP is advantageous. Previous experience in a service desk or customer service role. Strong interpersonal and communication skills. Effective problem-solving and conflict resolution abilities. Capacity to manage multiple tasks simultaneously. Positive and proactive attitude. Ability to work independently as well as collaboratively within a team. NOTICE TO THIRD PARTY AGENCIES

OSI Systems, Inc. and its subsidiaries do not accept unsolicited resumes from recruiters or employment agencies. Any unsolicited information or resumes submitted without a signed agreement will be considered the property of OSI.

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