Customer Support Coordinator - Logistics (Permanent)

25000- 28000
Consultancy jobs
Customer Support Coordinator- Logistics - Supply Chain - Maritime Electronics
Location: Portsmouth

The company…

A significant global brand and market leader within Maritime Electronics and Ship Operation Solutions with clearly defined growth plans for 2018 are looking to add two new Customer Support Coordinators to their European Customer Support team.

The role…

The Customer Service Coordinator is the first line of communication between customers and the Customer Support team. He/She deals with incoming requests for support, enquiries and complaints by identifying, categorizing and escalating each case accordingly. He/She will partner internal key stakeholders to follow through each reported case and ensure satisfactory closure
- Answer, identify and prioritize incoming requests according to urgency and/or agreed customer service level agreements (SLA)
- Understand customers' issues before deciding next course of action
- Review sales contract to ensure SLAs are met and determine resources required
- Escalate case to Technical Support and/or Technical Experts, and eventually Field Engineers if required
- Schedule and arrange service attendances (on-site and/or remotely) and ensure availability of appropriate resources (human resources, tools & equipment, spare parts)
- Monitor service progress from initiation to completion and update status in Customer Support information system as well as ERP system(s) as necessary, e.g. for spare parts taken out of warehouse
- Provide service quotation to customers based job requirements
- Connect Field Engineers with customer's representatives. Prepare Field Engineers to go on-site if required
- Verify completion of service support delivered
- Invoice Customers as per initial quotation and based on service outcome
- Maintain competent understanding of company's products, their functions and alternatives
- Partner RMA coordinators to manage products / parts (ie warranty, QC, return)
- Ensure compliance with the Company's Quality Management systems
- Investigate most cost-effective way for service attendance
- Request proposals and outsource services to 3rd party as appropriate
- Approve or reject invoices from Service Partners
- Cooperate with Finance in tracking of accounts receivables on invoices sent out

The person…

- Diploma/Degree Electrical and/or Electronics Engineering
- Experience in Marine Electronics or Shipping relevant environment
- Back office experience
- Communication - oral and written (English as a minimum)
- Work independently
- Customer focus - puts customer first
- Relationship building - collaborative
- Results-oriented - delivers results, prioritizes
- Team management - effective coordination, prioritization & cascading of information