Customer Service/Service Department Coordinator
Rofta House, Rudgate, Thorp Arch, Wetherby, LS23 7AU
Monday - Friday, 08:00 -17:00 Mon - Thurs, 08:00 - 12:00 Fri (30 mins lunch break)
Salary dependent on experience + Holiday allowance; 25 days plus bank holidays
Position Statement
To carry out all the administration for the service department, ensuring engineer's diaries are full and efficiently run, making sure parts are ordered and received and fitted promptly, ensuring payments are managed, keeping the system up to date and accurate, and giving excellent customer service on both products and parts to ensure customers have an enjoyable and speedy service by resolving queries quickly.
Qualifications/Requirements Needed:
- Self-motivated. Have a strong persistence in dealing with people and not giving up easily.
- Passionate and enthusiastic
- Possess self-confidence, positive mentality and can-do attitude.
- Disciplined and highly organised
- An open communicator
- Results-orientated and able to work both independently and within team environment.
- Excellent verbal and written communication skills
- Proficiency in using Word, Excel and other computer software
- Reliable and hardworking
- Ability to adjust accordingly to suit the customer
- Manage time effectively to maximise customer contact time.
- Work as a team - communicate with other sales team members informing them of successes, prospects and opportunities.
- Accountability - be accountable for any tasks you are given to undertake ensuring your job is completed to the best of your ability.
- Develop a sound knowledge of the product ranges supplied including a grasp of the market segments.
- Adhere to and reflect our company values to work colleagues, prospects, and customers, as follows:
- Caring
- Honest
- Knowledgeable
- Friendly
- Responsive
Key Performance Indicators (KPIs)
- Aftersales inbox to have no more than 5 undealt with emails by end of day
- All due services to be booked by end of day
Roles & Responsibilities
Responsibilities/Duties
Daily
- Answering and dealing with incoming calls relating to servicing and repairs in a timely and efficient manner to ensure we are giving the best service possible to our clients. Answering the phone as required at busy times. (Document/System: 3CX)
- Creating service orders for callouts, parts, labour and one-off servicing. Ensuring prices are clearly communicated to customers and that payment/funding methods are in place before we attend. (Document/System: SAP)
- Management of engineers diaries to maximise efficiencies, booking in callouts, services and deliveries, taking payment before visit for non-account customers where possible. (Document/System: SAP)
- Ensuring delivery notes etc are ready for the following day for engineers to minimise their down time - liaising with warehouse to ensure goods picked, checked and ready. (Document/System: SAP)
- Maintenance of service records through events on SAP/Simpro for all VC customers - (Document/System: SAP/Simpro)
- Researching and adding/creating parts required as a result of engineer callouts as quickly as possible - liaising with purchasing to ensure parts are not already on system and making sure any previously created are still accurate. Getting customers written agreement for pricing via service quotes. (Document/System: SAP)
- Dispatching jobs off the system, ensuring all parts/costs are added, calling to take payment for non-account customers if it hasn't been completed - within 24 hours of visit. (Document/System: SAP)
- Booking in of mandatory and contract services within timescale that has been signed up to. Maintenance of data on system. (Document/System: SAP)
- Keeping emails and task list up to date and actioning promptly to give a good service to both customers and work colleagues (Document/System: Outlook)
As required
- Processing of service contract quotes into service contracts with associated service orders etc- (Document/System: SAP)
- Customer service/service department work incl phone answering, dealing with customer queries. Updating customers on lead times- (Document/System: SAP)
- Proactively contacting key accounts under your name to build rapport/ensure satisfaction/identify repeat business- (Document/System: SAP/Outlook)
- Liaising with purchasing regarding stocking and maintaining pricing of parts for core products- (Document/System: SAP)
- Creating sales orders for parts sent via courier- (Document/System: SAP)
Interested in this Customer Service/Service Department Coordinator role? Apply now with your updated CV.