Job Title – Customer Service – Post Sales Coordinator
Role Purpose:
To contribute to the success of the company through detailed, efficient, office support and professionalism internally and with customers and suppliers in line with the company business objectives. This is a detail orientated role requiring varying tasks working with all departments, requiring good judgement, organization and the ability to remain calm and professional in all situations.
Reporting Relationships:
Operations Manager – Direct Reporting
Vice President – Indirect Reporting
Board of Directors – Indirect Reporting
Job Description
The role of Customer Service Post Sales Coordinator will be inclusive of but not necessarily limited to the following:
- Coordination of new Equipment installations, testing & training resources
- Coordination of Service requests for The company’s and other companies equipment on client sites (Both planned maintenance and emergency breakdowns)
- Coordination of Spare parts to ensure available for the Engineers to complete the site work, or delivery within the ordered timeframe of the customer
- Management of spare parts stock utilising trend reporting to forecast stock levels
- Daily coordination and planning with the site engineers balancing / considering client needs, the company’s needs and the Engineers needs
- Compilation of RAM’s documents and issuance to the company’s Engineers and clients. Ensuring understanding
- Follow-up with the Engineers and hold regular meetings to assess the effectiveness of planning and work being completed for continuous improvement
- Input & maintain Reddot, the company’s ERP system, to ensure it is up to date with the post sales activities, completed site reports, and closing out of work. Utilize for scheduling future service work
- Follow-up post work completion with clients to ensure satisfaction or gain feedback for continuous improvement. Target to gain more PM contracts out of the good work performed.
- Coordination with Accounts to ensure Invoicing completion after each works
- Arrangement & booking of most efficient / effective travel to minimize road time between customers, therefore maximize profitability / efficiency.
- Booking of Engineers hotels, ferry, flights using the company’s third party travel company
- Taking initial client calls and either being able to answer the client directly or coordinating with other departments of the company to gain technical support.
- Generating reporting showing statistics on breakdown trends, map of the UK / Ireland showing breakdown of orders and distinguishing single orders vs PM contracts vs warranty work.
- Generate reporting showing cost analysis of forecast vs actual costs, so the PNL for each order and overall annual performance is evident. Constant assessment and communications with the pre-sales customer service team to ensure quotation allowance and reality are aligned to be profitable as a stand alone department.