Customer Scheduling Coordinator

2 months ago

Northampton, Northamptonshire, United Kingdom Ricoh Full time

Job Summary

We are seeking a highly skilled Customer Scheduling Coordinator to join our team at Ricoh. As a key member of our service delivery team, you will be responsible for the effective scheduling of technical resources across a designated customer base.

Key Responsibilities

  • Coordinate the scheduling of technical resources to ensure maximum utilization and meet customer Service Level Agreements.
  • Act as an escalation point to support delivery of service and team performance, ensuring escalation paths are 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

  • A competitive package with solid basic, strong bonus, and company benefits, including a competitive holiday entitlement, two days special leave per annum for volunteering, additional holiday purchase scheme, flexible retirement plan, and more.
  • Opportunity to join a global company with a strong commitment to employee development and well-being.

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