Customer Scheduling Coordinator

3 weeks ago

Northampton, Northamptonshire, United Kingdom Ricoh Full time
Job Summary

We are seeking a highly organized and detail-oriented Customer Scheduling Coordinator to join our team. As a key member of our service delivery team, you will be responsible for effectively scheduling technical resources across a designated customer base, ensuring utilization of technician resources is maximized to achieve customer Service Level Agreements.

Key Responsibilities
  • Responsible for the effective scheduling of technical resources across a designated customer base, for all activities including site surveys, project deployments and break fix, ensuring utilization of Technician resource is maximized to achieve customer Service Level Agreements.
  • Act as an escalation point to support delivery of service and team performance, ensuring escalation path is adhered to or additional support is sought when necessary.
  • Provide accurate daily updates on customer management via web-based applications or email, to ensure that project teams and Service management have an up to date and accurate picture on resource and customer incidents.
  • Liaise regularly with relevant Senior Management and/or Service Delivery Manager to ensure they are aware of any customer escalations or issues, to allow proactive action to be taken when needed to ensure Service Level Agreements are not impacted.
  • Provide reporting and management data on relevant customer accounts, both internally and externally, to update on service productivity, utilization and other key performance indicators.
Requirements
  • Excellent written communication skills
  • Excellent telephone manner
  • Excellent customer service skills
  • Experience of scheduling technical resources
  • Experience of working with a scheduling system
  • Knowledge of Service Advantage Products, Lockers etc
  • Good knowledge of Microsoft Excel
  • Experience of creating reports and developing processes to automate reporting
  • Negotiation skills
  • Problem solving skills
What We Offer
  • Competitive salary and benefits package
  • Opportunity to work with a global company
  • Professional development and growth opportunities
  • Collaborative and dynamic work environment

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