Customer Service Coordinator
22 hours ago
The ideal candidate will be responsible for coordinating daily activities, dispatching and monitoring service calls to service engineers through SAP, Work Force Management (WFM), and Service Delivery Tool (SDT). This role prioritizes call allocation based on defined policies, including allocating customer break-fix requests to the helpdesk for troubleshooting.
Responsibilities:
- Daily coordination, despatch, and monitoring of inbound and outbound service calls to service engineers.
- Prioritizing call allocation per defined policies, including allocation of customers' break fix requests to helpdesk for troubleshooting;
- Accountable for creating quotations for On-Demand service work as per customers' requirements;
- Liaising with customers on pre/post-service job updates, installation schedules, parts enquiries, purchase order follow-up, and all other service matters;
- Liaising with service engineers regarding call status progress and updates;
- Responsible for dealing with customer queries, complaints, claims, required support documents such as service reports and invoices, escalate to the supervisor/manager for complex commercial decisions;
- Accurate inventory movement in ERP system and leading regular stock takes/audits to confirm stock accuracy and make necessary adjustments following approval process;
- Following up on leads from the technical team and uncovering opportunities to develop aftersales revenue related to contract conversion. Quoting, proposing, and entering contracts and creating related jobs in SAP;
- Working closely with CRM to ensure all Preventive Maintenance contract service requisitions are released and demand for parts is generated for the CRM team and tracking delivery to the field or customer sites;
- Handling service invoice enquiries and escalating to manager for any credits that may need to be applied;
- Coordinating disposal/destruction of trade-in printers in accordance with company policy;
- Utilizing customer feedback; escalating consistent problem areas and recommending improvements;
- Other administrative duties as assigned.
To succeed in this role, you will require:
- Acquiring and maintaining Company product and service knowledge to satisfy customer and internal business needs;
- Excellent data entry skills and attention to detail;
- Excellent communication skills and interpretation of customer requirements;
- Strong planning and organization and customer relationship skills;
- Solid SAP knowledge or understanding of ERP processes;
- Sound problem-solving skills and ability to resolve non-standard situations.
Candidates should possess a Bachelor / Diploma of Business / Management or relevant trade qualifications, with a minimum of 3 years of relevant work experience in a planning and coordination role.
Additionally, candidates should have a minimum of 3 years of supply chain production and material planning experience.
Experience in industrial, engineering, coding industry is an added advantage.
What We OfferMarkem-Imaje offers a competitive salary of $85,000 - $110,000 per annum, depending on experience. Additional benefits include:
- Growth opportunities within an international environment;
- Performance bonus and yearly merit increase based on performance;
- Free car park available;
- Flexible work arrangement, including the option to work from home one day per week;
- Employee Assistance Program (EAP).
We are seeking individuals who align with our values: Collaborative entrepreneurial spirit, Winning through customers, High ethical standards, openness and trust, Expectations for results, and Respect and value people.
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