Customer Service Coordinator

02nd January 2018

Reports to: SFU Team Leader

Department: Service Follow Up

Location: Tyler Street, Sheffield S9 1GL

Job Summary

To a provide a pro-active and efficient customer care service package to existing and potential customers, by ensuring that all enquiries are resolved efficiently, effectively and within the department’s service level commitments, and strive to continuously  improve current processes and procedures.

Additional Information

  • The Service Department deals with preventative maintenance contracts (PPM), breakdowns on a 24 hour basis, service follow up work (SFU), spare parts and all after sales activities associated within Street CraneXpress
  • The company consists of 50 of employees, who deal with incoming customer queries via the telephone between 8.45–17:00 Monday–Friday.

Main Duties and Responsibilities

  • Providing excellent customer service in line with our departmental standards, procedures and guidelines
  • Building effective relationships with customers both internally and externally, by use of appropriate questioning, clarification and language
  • Dealing appropriately with customer queries received via the telephone and providing responses to confirm the outcome/action
  • Coordinating PM Service visits on a monthly basis achieving company specific targets
  • Sourcing appropriate engineers, plant, allocating jobs to carry out servicing, breakdowns or repairs
  • Maintaining and updating customers’ records accurately and in accordance with data protection requirements and ensuring systems are kept up to date
  • Working as part of a large team to achieve the departmental standards
  • Follow up communication to chase quotes issued by the SFU quoting team
  • Make sure the SFU stores are kept tidy at all times.

Key Skills/Experience

  • Experience in a customer service role.
  • Ability to work under pressure and deal with challenges in a professional and calm manner.
  • Excellent communication skills and demonstrate ability to communicate with people face to face, on the telephone, and via written communication.
  • Ability to take ownership for all customer service related enquiries received and see through to full resolution.
  • Confidence to use initiative and make sound commercial decisions.
  • Flexibility and ability to prioritise.
  • Fully conversant with Microsoft Word, Outlook and Excel.

To apply, send your CV and covering letter to recruitment@scx.co.uk