Customer Service Co-ordinator

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

Job summary

A leading technology firm in the UK seeks a Customer Service Coordinator for the Cargo Services Department. This role involves fostering customer relationships and providing support to service teams. Responsibilities include responding to inquiries, managing financial documentation, and coordinating maintenance schedules. The ideal candidate has 3–5 years of customer service experience and strong skills in Microsoft Office. Availability for off-hours support may be necessary.

Qualifications

• 3–5 years customer service experience.
• Detail-oriented, proficiency with Microsoft Office.
• Strong interpersonal & communication skills.

Responsibilities

• Respond to customer inquiries regarding system repairs and support.
• Complete billing invoicing for service or spare parts.
• Maintain and coordinate the Maintenance Schedule.

Skills

Customer service experience

Detail-oriented

Proficiency with Microsoft Office

Strong interpersonal skills

Problem-solving skills

Ability to multi-task

Positive attitude

Team player

Tools

Microsoft Dynamics ERP

Job description

Overview

Rapiscan Systems is an industry leader in detection technology, providing cargo and vehicle inspection 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 find threats 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 Oversight: Complete billing invoicing for all service or spare parts, track inventory for FSE (Toolbox), and vendor invoicing including tracking, coding, and submittal to Accounts Payable.
• Maintenance & Scheduling: Maintain and coordinate 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 customers and the 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.
• Provide off-hours support as required.

Qualifications

• 3–5 years customer service experience.
• Detail-oriented, proficiency with Microsoft Office (i.e., Word, Excel), Microsoft Dynamics 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.