Customer Support Coordinator

Job Description

Join a leading company in the design, manufacturing, and installation of weighing and packing line solutions. We are currently seeking a proactive Customer Support Coordinator to join our Aftersales team in Woodgate, Birmingham.

Main Purpose of the Role:

We are looking for a Service Coordinator to efficiently handle customer interactions, manage ticketing systems, and process quotes, orders, and invoices. This role requires strong administrative skills, prioritization, and task coordination ability, with a focus on ensuring exceptional customer satisfaction through effective communication and organization.

Primary Responsibilities:

UK & Central Service Team Coordination:

- Actively coordinate service activities to ensure optimal team performance.

- Manage customer inquiries using ERP systems and Zendesk.

Enquiries:

- Respond promptly and professionally to customer inquiries via phone, Zendesk tickets, and emails.

ERP Tasks:

- Create professional quotations based on job requirements.

- Convert quotations into orders upon receiving purchase orders.

- Maintain accurate engineer schedules.

- Coordinate installation and commissioning jobs for central engineers.

- Process service orders and coordinate labor and parts.

- Ensure correct assignment of PO numbers for chargeable jobs.

- Validate service orders and allocate activities to engineers.

- Track engineer hours, handle invoicing, and process work reports within deadlines.

- Manage service contract schedules and parts requirements.

- Arrange engineer travel as needed and raise purchase orders.

- Provide coordination assistance for service teams in other regions.

Desired Skills:

The ideal candidate should possess strong attention to detail, experience in coordination or similar roles, proficiency in ERP systems, and familiarity with ticketing systems for managing customer inquiries. Excellent team player, ability to work under tight deadlines, prioritize tasks effectively, and deliver outstanding customer service.

Job Type: Full-time
Salary: Up to £29,500.00 per year

Benefits:

• Company pension
• Free parking
• On-site parking

Schedule:

• Monday to Friday

Education:

• A-Level or equivalent (preferred)

Experience:

• Customer service: 3 years (preferred)

Licence/Certification:

• Driving Licence (required)

Work Location: In person