Customer Service Co-ordinator

2 days ago

StokeonTrent, United Kingdom Rapiscan Full time

Overview:
Rapiscan Systems | AS&E, an OSI Systems Company is seeking a Customer Service Co-ordinator, based out of the Stoke-on-Trent office.

We are proud to be a trusted provider of advanced X-ray technologies for ports, borders, military, high-threat facilities and critical infrastructure all over the world. Be a part of our mission to provide our customers with best-in-class cargo and vehicle screening systems and services so they can combat terrorism, trade fraud, drug and weapon smuggling, and illegal immigration.

This position is to support the International territory and all its required duties for the Cargo Services Department. In this role the Co-ordinator will work to develop customer relationships while supporting the regions Service Engineers, and the regional Service Manager. Limited travel may be required once a year to visit Customers, building relationships with both customer and field team. Responsibilities are not limited to the above territory and may require support to other regions as necessary, and may include off hours support, to ensure coverage for the Cargo Service’s team. In addition to internal and external support this role requires detail updates and processing on a weekly, monthly and quarterly basis to certify all financial obligations are met and completed.

**Responsibilities**:

- Handle all customer and Field Engineer inquiries regarding system repairs and support.
- Financials: Billing invoicing completion for all service or spares, inventory tracking (Toolbox), and vendor invoicing including tracking, coding and submittal to AP.
- Maintaining the maintenance schedule, scheduling with customers, FSE’s, shipping consumables and ensuring contract obligations are met.
- Quoting (time and material service).
- Log and manage service requests weekly through to closure including proper tracking of entire open call list (approximately 100-120 records). Includes knowledge of contract and charge coding and review and understanding of all processes as described in the Coordinator Service Procedure Manual.
- Order parts for service and other shipments required by customer and field team, including knowledge and completion of international commercial invoicing.
- Working closely with managers, sales, finance, logistics, buyers and planners; and other duties as assigned.
- Off hours support as required.Qualifications:

- 3 + years customer service experience.
- Detailed oriented, proficiency w/Microsoft Office (i.e. Word, Excel), Microsoft Dynamic ERP experience a plus.
- Strong interpersonal & communication skills
- Problem solving/conflict resolution skills
- Ability to multi-task.
- Positive attitude
- Ability to work independently and as part of a team.
**NOTICE TO THIRD PARTY AGENCIES

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