Service Coordinator

EPPENDORF BELGIUM; Aarschot; Sur place; EUR 35 000 - 48 000; Plein temps

Résumé du poste

Eppendorf Belgium is seeking a proactive Service Coordinator to join our fast-paced service team. You will handle inquiries, coordinate breakdown repairs, and drive timely responses to customers.

The role requires strong customer service, proficiency with MS Word/Excel, and familiarity with SAP and CRM systems. You will liaise with field engineers and ensure accurate quotations and orderly invoicing.

Join a dynamic office environment focused on reliability and quality of service.

Qualifications

• Experience as a service coordinator in a fast-paced environment.
• Solid numeracy and understanding of figures; knowledge of contracts desirable.
• Proficient in MS Word and Excel; familiar with SAP and CRM systems.
• Strong time management, detail-oriented, adaptable, and able to multitask.
• Excellent verbal and written communication with a customer-focused attitude.

Responsabilités

• Handle customer queries regarding breakdowns, maintenance and service contracts.
• Process service inbox and provide accurate quotations for repairs.
• Raise cases/work orders and allocate jobs to service engineers via CRM and Outlook.
• Proactively communicate with customers and field sales with status updates.
• Create service contracts using Microsoft 365; manage renewal processes.
• Liaise with service engineers to maximize time management and efficiency.
• Support the office-based team and ensure timely invoicing and documentation.

Connaissances

Customer service

Time management

Communication skills

Teamwork

Numeracy

Outils

MS Word

MS Excel

SAP

CRM systems

Outlook

Description du poste

Qualifications

• You have previous experience as a service coordinator in a fast‑paced, reactive service environment, and you bring strong customer service skills and a professional telephone manner.
• Solid numeracy skills and a good understanding of figures are vital for this role; experience in an office or sales environment and knowledge of commercial contracts are desirable.
• You are highly proficient in MS Word and Excel, with accurate keyboard skills, and you have knowledge of SAP and CRM systems.
• You demonstrate strong time management, attention to detail, adaptability, and the ability to multitask, working both independently and as part of a team.
• You have excellent verbal and written communication skills and a professional, customer‑focused attitude.

Responsibilities

• Dealing with customer queries regarding all breakdowns, preventive maintenance, renewal of service contracts
• Actioning the service inbox
• Provide accurate quotations for the repair of Eppendorf portfolio of products
• Raising cases/ work orders for repair & performance plan maintenance; allocating jobs to service engineers and subsequent ticket closure using CRM and Outlook
• Proactive communication with the customer and field sales giving clear and concise information regarding the status of the enquiry
• Creating service contracts using Microsoft e365
• Proactive review of the service calendar and regular liaison with the service engineers to maximise time management
• To contribute to the efficient working of the office‑based team

Tasks

• Supporting the service team in their daily activities with information requests, quotation requirements and follow up.
• Adhere to ISO procedures and processes in place and to make suggestions for improvement to enhance the effectivness of the team/process
• Answering all queries (phone calls, e‑mail, web enquiries) related to service
• Individually assigned key service accounts coordination
• Pipette & epMotion tool calibration/service/repair process & billing
• Ongoing review of cases
• Ensuring that invoicing is done in a timely manner
• Ensuring spare parts are consumed from the correct storage location during invoice process
• Manage the service contract renewal process
• Complete IQ/OQ documentation for submission to customer
• Issuing Risk Assessments & Method Statements
• Direct customer technical queries to the PLS team or engineer
• To carry out any other such duty as may be reasonably assigned from time to time at the discretion of the Service Manager.