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Customer Care Coordinator

3 months ago

Spennymoor, United Kingdom Zumtobel Full time

Your job

We are recruiting for a Customer Care Coordinator who will play a critical role in ensuring customer satisfaction and loyalty, by handling and processing customer guarantee complaints regarding the company’s products.

Main accountabilities include:
SAP system entry of Technical, and internal Sales complaints for the whole Zumtobel Group product range. Troubleshooting by telephone and coordinating the visit of the Customer Care Service Engineer, or service partner, to the client. Determining field solutions (specification of spare parts, documentation of repair procedures). Identify the root cause and allocate costs to the responsible party, whether production plant, customer or sales. Generation of customer invoices in the sales system for claims determined as customer responsibility. Recognizing potential revenue opportunities from technical inquiries and ensuring that the full information is provided to the sales team. Supporting the preparation of complaints data for escalation discussion and continuous improvement activities. Working closely alongside other departments to ensure that issues identified are flagged. Your profile What we are looking for
Relevant customer care work experience with complaints handling experience. Good interpersonal, problem-solving, and decision-making skills; coupled with the ability to communicate with internal employees and customers. Good understanding of technical issues surrounding the installation and electrical systems would be an advantage. SAP or similar ERP system knowledge is required. Good level of written, oral and numeracy skills as well as proficiency with MS Office applications.