Job Title: Service Coordinator, Customer Support
Reporting To: CS Administration Team Leader Issue 3: August 2017
Job Purpose: Reporting to the CS Administration Leader, to provide timely and accurate commercial administration support services to Customers and Distributors and general support to Field Engineers, ensuring Inca’s Customer Care standards are upheld.
Principal Responsibilities1. To process orders from Customers and Distributors and Engineers for Inca product parts, checking availability of supplies with MRP and Procurement.
2. To ensure the timely delivery of parts to the required site worldwide, liaising with CS team colleagues and the Logistics Team as appropriate.
3. To undertake key departmental administration tasks in support of the line manager such as: Field Engineers van/car fleet organisation, travel bureau liaison, organising essential permits for travel etc.
4. To provide cover for Service Coordinator colleagues, undertaking duties flexibly and providing essential back up during periods of high volume demand as well as cover for annual leave and sickness absence.
5. To update, maintain and improve the data on the CS business system and other Inca systems.
6. To support the Service Manager EMEA to provide timely and accurate business quotations.
7. To provide follow up for quotations, ensuring audits are complete.
8. To process new and updated service contracts, completing administration, recording and updating reporting systems as required.
9. To audit contracts regularly, reporting findings and make suggestions for generating income to the Service Manager where appropriate.
10. To become familiar with, and adhere to, the Company and Parent Company processes, policies and procedures.
Contact with Others: / Knowledge and Experience:
1. CS Team colleagues including Field Team / 1. A good general standard of education supported by previous customer support administration experience, ideally within an engineering environment.
2. Customers / 2. An eye for detail, accuracy in processing data and information. Thorough and able to check own work.
3. Distributors and Service Providers / 3. Good organisation and communication skills and an excellent telephone manner.
4. Other Inca Colleagues: MRP, Procurement, Logistics, Sales Support Team, Finance Team. / 4. IT Skills – An aptitude for using work systems and an ability to train others. Intermediate ability with Microsoft Office programmes.
Competencies:
1.1 Deciding and Initiating Action / 6.1 Planning and Organising
2.1 Working with People / 6.2 Delivering Results and Meeting Customer Expectations
3.1 Relating and Networking / 7.1 Adapting and Responding to Change
4.3 Writing and Reporting / 7.2 Coping with Pressures and Setbacks