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Customer Service Coordinator

2 months ago

Warrington, Warrington, United Kingdom Jungheinrich Full time

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 records as necessary.
  • Allocate and order subcontracted work, ensuring timely completion and customer satisfaction.
  • 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 ensure optimal 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

  • Proven experience in planning and resource allocation.
  • Ability to work under pressure in a fast-paced environment.
  • Excellent communication skills, with the ability to interact with multiple stakeholders.
  • IT literacy and 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 drive results.
  • Integrity and professionalism in all interactions.