Service Coordinator

Service Coordinator

Job Type: Full-time

Location: Malden

My client is seeking a Service Coordinator to join our global team, providing 24/7 service to our key customers. The Service Coordinator is the primary point of contact for handling incoming local and worldwide service requests. This role is crucial for maintaining customer satisfaction and ensuring efficient coordination of services.

Day-to-Day Responsibilities:

• Handle all incoming service requests and follow-up services, both locally and globally.
• Review emails and prioritize responses based on various factors such as time scales, urgency, and customer commitments.
• Liaise with ships agents worldwide for attendance and shipment of parts.
• Provide service confirmation and quotations of worldwide service rates to customers, including expenses.
• Plan local services in close collaboration with Service Supervisor/engineers.
• Agree on the scope of work and charge point with customers, ensuring purchase orders are received if necessary.
• Check customer financial data and prepare pro-forma invoices and payment in advance when required.
• Coordinate with the Shipping Department for timely delivery of spares.
• Offer feedback and solutions to customers for follow-up services.
• Arrange returns for defective and unused parts via the RMA process.
• Collaborate with Sales for installation projects and inform them of retrofit opportunities.
• Contribute to WIP reduction and participate in team meetings.
• Provide cover during staff shortages and participate in a European 24/7 rota for out-of-office service attendances.
• Maintain Service email database and process service orders for accurate invoicing.
• Provide KPI data and maintain various internal reports and databases.

Required Skills & Qualifications:

• Resilience under stress and the ability to handle multiple tasks simultaneously.
• Problem-solving attitude with a proactive approach.
• Commercial apprenticeship or equivalent experience.
• Proficiency in the MS Office suite.
• Fluent in English, both written and spoken.
• Strong administrative and organizational skills.