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Service Co-Ordinator

4 months ago

High Wycombe, United Kingdom The Focusrite Group Full time

Service Co-Ordinator - Martin Audio

Based: High Wycombe
Term: Permanent, Full time
Salary: Dependant on experience + excellent benefits

The Company:

Martin Audio is one of the brands within the Focusrite family. Focusrite plc is a listed audio products Group that develops software / hardware products for the music generation market.

The Company enjoys an international reputation for supplying award winning, world class professional loudspeaker systems. It is renowned for integrity in design, technical excellence and longevity of product. Our mission is to create an exceptional sonic experience.

The Role:

  • The organisation, processing and administration of customer product returns and service enquiries for four brands within the Audio Reproduction group of Focusrite; Martin Audio, Optimal Audio, Timax and Outboard.
  • The role also encompasses the physical preparation of items for Service Department shipping and the receipt and logging of product returns.

Essential Functions and Major Responsibilities:

  • Responsible for the organisation and processing of product returns
  • Administration of returns using ‘Zen Desk’ customer support software and the daily data capture of returns utilising Excel spreadsheets
  • Preparation and processing of shipping documentation and logistics invoicing for product returns
  • Administration of product returns and stock transactions using MRP systems (Access)
  • Close liaison with the Service team within the Engineering department to ensure that both returned items and temporary loan/replacement products are issued in a timely manner
  • The processing of service orientated customer spare part orders and enquiries
  • Calculation and communication of service repair costs to customers
  • Record and process product returns, service results and capture appropriate data where required.
  • Provide appropriate product support for telephone and email enquiries

Skills and experience required:

  • Strong team player with good interpersonal and communication skills
  • Excellent customer communication skills
  • Meticulous attention to detail
  • Methodical and analytic thinker
  • Highly Organised and process driven.
  • Ability to balance organisational requirements with productive output
  • Confident experience of Microsoft Office and in particular Excel
  • Experience of customer service software (Zen Desk) is desirable
  • Experience of corporate MRP systems for stock and materials management is also desirable

Job Conditions:

You are expected to work at the company head office in High Wycombe on a full-time basis 37.5 hours per week, over the standard working hours of 8.45am to 5.30pm Monday to Thursday, and 8:45am to 4.00pm Fridays with 60 min lunch daily unpaid.

Benefits:

Comprehensive benefits package includes: Life Assurance, Income protection after successful probationary period. You can also enjoy benefits such as Pension with salary sacrifice option, 25 days holiday increasing with length of service, staff discount on company products and merchandise, opportunity to get Private Medical Insurance, join the Bike to work scheme and to be part of the group bonus scheme.