Customer Service Coordinator

3 weeks ago

Solihull, United Kingdom Johnson Controls Full time

Company Overview:

Sensormatic Solutions empowers retailers with frictionless personalized experiences through accurate decision-making across the enterprise. We bridge gaps within retail enterprises to provide real-time insights into inventory, shoppers, associates, and the retail environment. Our mission is to protect assets and people, ensuring a safe and secure environment throughout the customer journey. Our connected, scalable solutions and strategic insights help retailers anticipate change, ensure merchandise availability, empower associates, and provide shoppers with flexible and safe engagement options.

What We Can Offer you:

Competitive Compensation: Competitive salary reviewed annually.

Holidays: 25 days of paid holidays plus bank holidays.

Comprehensive Benefits: Pension matched contribution, health insurance, life assurance, employee assistance program, referral scheme, and more.

Training Opportunities: Access to extensive on-the-job and cross-training opportunities.

Collaborative Environment: Thrive in a supportive team environment with access to business resource groups.

Career Development: Long-term career development support for your professional growth.

Key Responsibilities:

Scheduling:

Generate efficient schedules to meet live project requirements.

Coordinate manpower planning for a team of engineers.

Produce accurate information for engineers and customers swiftly.

Monitor installation progress to minimize downtime.

Ensure all installation information is complete and current.

Assist with scheduling sub-contractors.

Address performance-impacting occurrences with ad-hoc planning.

Strive for 'Right First Time' installations.

Manage real-time service levels to deliver high customer service and meet SLA requirements.

Book service engineer visits, liaise with engineers, subcontractors, and customers.

Use service scheduling software to assign optimal engineers.

Communicate and resolve scheduling issues with customers and personnel.

Alert management to potential problems and work towards resolution.

Reassign work as needed based on workloads and priorities.

Monitor engineer activity and ensure customer commitments are met, communicating status changes.

Optimize forecasts and action risks.

Support the business with ad hoc tasks.

Logistics:

Place Purchase Orders for project materials.

Ensure timely material deliveries.

Negotiate with suppliers and coordinate equipment delivery.

Perform shipping operations.

Flag and escalate back-order items or risks.

Control inventory of existing projects.

Order and coordinate plant hire.

Coordinate repair RMA’s.

Billing:

Conduct final checks before billing.

Manage billing invoices and credit notes.

Process data entry for new orders and modifications.

Handle orders received via Basware.

Communicate with clients regarding financial/administrative issues.

Resolve customer disputes in a timely manner.

Interact with internal departments to resolve customer queries.

Conduct regular reviews with Operations & Sales Management to resolve outstanding issues.

Requirements:

Experience in Customer Service or Operations/Service Delivery.

Strong decision-making skills and adaptability.

Proficient in MS Office, especially Excel.

PC literate with experience in bespoke software.

Knowledge of Resource Planning/Workforce Management systems.

Excellent communication and interpersonal skills.

Good telephone manner and appropriate business communications.

Strong written and verbal communication skills.

Team player with the ability to operate under pressure.

Join Sensormatic Solutions and become part of a team that helps retailers create seamless and secure shopping experiences for their customers. Your role as a Customer Service Coordinator will be pivotal in ensuring efficient project execution and customer satisfaction.

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