Customer Service Co-ordinator

OSI Systems, Inc.; Stoke-on-Trent; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading global detection technology company is seeking a Customer Support Coordinator in Stoke-on-Trent. This role involves fostering customer relationships, coordinating service activities, and managing billing invoicing. The ideal candidate has 3-5 years of customer service experience and strong communication skills. Proficiency with Microsoft Office and experience in ERP software are preferred. This position may require off-hours support and offers an opportunity to work with various teams to ensure contract obligations are met.

Qualifications

• 3 – 5 years customer service experience.
• Detail-oriented with proficiency in Microsoft Office.
• Strong communication skills and problem-solving abilities.

Responsibilities

• Respond to customer inquiries regarding system repairs.
• Coordinate service activities to ensure timely resolution.
• Manage billing invoicing for service and spare parts.

Skills

Customer service experience

Proficiency in Microsoft Office

Interpersonal skills

Problem solving

Ability to multi-task

Tools

Microsoft Dynamics ERP

Job description

Overview

Rapiscan Systems is an industry leader in detection technology, providing cargo and vehicleinspection systems and services for ports, borders, military, high-threat facilities, and checkpoints to help customers combat terrorism, drug smuggling, illegal immigration, and trade fraud. We offer a broad array of scanning system configurations that leverage low-, medium-,and high-energy X-ray technology—or multiple X-ray technologies—to address each customer’s unique security application requirements. Our commitment to excellence in imaging performance, innovative design, and uncompromising quality ensures our solutions consistently deliver best-in-class imaging, high reliability, and operator satisfaction, to help customers findthreats and contraband with ease and confidence.

Role Overview

This position supports the international territory within the Cargo Services Department. The coordinator is responsible for fostering customer relationships while providing assistance to Service Distributors, Regional Service Engineers, and the Service Manager.

Although primarily focused on the international territory, this role may also involve supporting other regions as needed. Availability for off-hours support may be required to ensure comprehensive coverage across the Cargo Services team.

In addition to daily internal and external coordination, this role includes routine updates and data processing on a weekly, monthly, and quarterly basis to ensure all financial obligations are accurately met and documented.

Responsibilities

• Customers and Field Support: Respond to all Customer and Field Engineer inquiries regarding system repairs and support. Coordinate service activities and ensure timely resolution of service requests.
• Financial Oversite: Complete Billing invoicing for all service or spares parts, track inventory for FSE (Toolbox), and vendor invoicing including tracking, coding and submittal to Accounts Payable.
• Maintenance & Scheduling: Maintenance and Coordinator the Maintenance Schedule, arrange service appointments with Customers and Field Engineers (FSEs), Ship required Consumables and ensure contract obligations are fulfilled.
• Log and manage weekly service requests (approx. 100–120 records), ensuring accurate tracking and closure.
• Review contracts, charge coding, and adhere to procedures outlined in the Coordinator Service Manual.
• Order and ship parts for customer and field team, including knowledge and completion of international commercial invoicing.
• Collaborate with internal teams: managers, sales, finance, logistics, buyers and planners; and other duties as assigned.
• Off-hours support as required..

Qualifications

• 3 – 5 years customer service experience.
• Detailed oriented, proficiency w/Microsoft Office (i.e. Word, Excel), Microsoft Dynamic ERP experience a plus.
• Strong interpersonal & communication skills
• Problem solving/conflict resolution skills
• Ability to multi-task.
• Positive attitude
• Ability to work independently and as part of a team.