Customer Service Support Co-ordinator

  • Job Reference: 21/02
  • Date Posted: 4 May 2022
  • Recruiter: Advancing People Ltd
  • Location: Bedford, Bedfordshire
  • Salary: £22,500
  • Bonus/Benefits: 10% performance bonus
  • Sector: Administration
  • Job Type: Permanent
  • Work Hours: Full Time

Job Description

Advancing People have an exciting opportunity for an individual to join our clients service support department.

Overall Purpose

Provide a full and high level of Service Support to customers post Installation whilst meeting expectations and Service Level agreements. Supporting Engineers and Application Teams in all aspects within Service.

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Key responsibilities

  • Logging Customer Support calls via phone or email into service system (Service Cloud)
  • Installation and Demo Scheduling (Service Cloud)
  • Management of engineers diaries (Service Cloud)
  • Processing of Yearly and Multi Year Service Contracts (SAP CS)
  • Arranging and Scheduling all Planned Maintenance Visits for all customer sites within Contract or Warranty period.(Service Cloud)
  • Call Validations (Service Cloud and SAP CS)
  • Maintenance of Service Cloud via SAP CS including addition of new customers, functional locations, customer contacts, addition of newly installed equipment and removal of old equipment.
  • Raising customer orders, both Inbound and Outbound for all Medical Spare Parts and ensuring prompt delivery within customer expectations and invoicing (SAP) (By Box)
  • Processing of Spare Part Returns (SAP)
  • Monthly management of Engineers Car Stocks (SAP)
  • Raising Customer Quotations for additional services and on site work, track quotes through to invoicing (Service Cloud)
  • Raising Purchase Orders (SAP)
  • Key Account Ownership
  • Management of all Service & Support Email Inboxes (x 4)
  • Pro-actively dealing with daily general incoming queries via email or telephone from Customers or the wider team.
  • Working with QA/RA Manager to ensure Policies and Processes are followed. Provide input in Policies and Processes for improvement.
  • Confident to escalate issues to direct management or to Sales and Professional Services as applicable.
  • Keeping all filing systems and paperwork up to date.

Key Competencies

  • Excellent telephone communication skills
  • Ability to document communications with customers and staff
  • Understand Contractual SLA's and be able to provide support within these
  • Good general computer skills, such as email and Microsoft Office
  • Good knowledge of SAP
  • Use of a Service Management system such as Service Cloud
  • Good Team Player
  • Able to multi task
  • Organised

Advancing People - The Recruitment Specialist

Advancing People Ltd is an Equal Opportunities Employer and acts as both an Employment Business and Employment Agency.