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Customer Service Coordinator
2 months ago
Job Summary
The Customer Service Specialist / Administrator is the voice of OKB KONE plc, focusing on one or more specific admin domains. This role provides administrative support for salespersons and supervisors, enabling them to maximize time spent on customer-facing activities in the field.
Main Responsibilities
Administrative support activities:
- General admin support, e.g., dealing with customer reports, reconciliations of customer portals, and email management.
- Enters fitter scheduling plans in Konect, coordinating changes/updates of maintenance plans in SAP.
- Manages work center data changes and supports specific field supervisor tasks.
- Supports in repair and insurance visit planning and communication to customers.
- Takes ownership for customer queries forwarded from first level and follows up with Field Supervisor and other services to get a response.
- Creates trackers for all customers and outstanding insurance defects.
- Supports Technician and Supervisor in material-related requests (PR creation, check availability, and follow-up on delivery).
- Updates Customer Portals and compiles reports for customers.
Specialized Administration and Support Tasks
Support in 3rd party inspection administration:
- Analyzes inspection needs and schedules individual inspections.
- Analysis and follow-up: Receive and analyzes inspection reports.
- Takes ownership for customer queries forwarded from first level and follows up with Field Supervisor and other services to get a response.
Support in customer reporting:
- Verifies and inputs customer data in customer portals (mainly done in KONE SSC).
- Provides reports for Key Accounts.
- Prepares working instructions for KONE SSC to input relevant information to customer portals.
- Takes ownership for customer queries forwarded from first level and follows up with Salesperson and other services to get a response.
Requirements
Good administrative skills ideally from a construction or service industry environment. Experience in inter-office and customer communications. To provide excellent Customer Service. Attention to detail. Able to prioritize workload. Good communication in both spoken and written English. User knowledge of SAP and/or SFDC is desirable. Good skills with MS Office tools and applications (Intermediate Excel).
Benefits
Competitive Salary, 25 Days Holiday, Company Pension Scheme, Employee Assistance Programme, PDI, Life Assurance, Cycle to Work Scheme, Kone Discounts, Quarterly Commission.
