Customer Service Co-ordinator

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

Job summary

A security solutions provider in Stoke-on-Trent is seeking a Coordinator to support international operations within the Cargo Services Department. This role involves fostering customer relationships, managing service requests, and maintaining financial oversight. Ideal candidates will have 3-5 years of customer service experience and strong organizational skills. A positive attitude and proficiency in Microsoft Office are essential for success in this position.

Qualifications

• 3-5 years of customer service experience.
• Proficiency in Microsoft Office; experience with Microsoft Dynamic ERP is a plus.
• Strong interpersonal and communication skills.

Responsibilities

• Respond to inquiries regarding system repairs and support.
• Complete billing invoicing for services and spare parts.
• Coordinate the maintenance schedule and arrange service appointments.
• Manage weekly service requests and ensure accurate tracking.
• Review contracts and adhere to procedures outlined in the Coordinator Service Manual.

Skills

Customer service experience

Detail-oriented

Proficiency in Microsoft Office

Strong interpersonal skills

Problem-solving skills

Ability to multi-task

Positive attitude

Tools

Microsoft Dynamic ERP

Job description

Inspection Systems and Services

We provide 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. Our solutions utilize a broad array of scanning system configurations leveraging low-, medium-, and high-energy X-ray technology, or multiple X-ray technologies, tailored to each customer's security needs. Our commitment to excellence in imaging performance, innovative design, and quality ensures our solutions deliver top-tier imaging, high reliability, and operator satisfaction, enabling customers to detect threats and contraband with confidence.

Role Overview

This position supports the international territory within the Cargo Services Department. The coordinator fosters customer relationships and provides assistance to Service Distributors, Regional Service Engineers, and the Service Manager. While primarily focused on the international territory, support for other regions may be required. Off-hours support may also be necessary to ensure comprehensive coverage. The role involves routine updates and data processing on a weekly, monthly, and quarterly basis to meet financial obligations accurately.

Responsibilities

• Customer and Field Support: Respond to inquiries regarding system repairs and support. Coordinate service activities to ensure timely resolution.
• Financial Oversight: Complete billing invoicing for services and spare parts, track inventory, and manage vendor invoicing including tracking, coding, and submission to Accounts Payable.
• Maintenance & Scheduling: Maintain and coordinate the maintenance schedule, arrange service appointments, ship consumables, and fulfill contract obligations.
• Logistics and Tracking: Manage weekly service requests, ensuring accurate tracking and closure.
• Contract and Procedure Review: Review contracts, charge coding, and adhere to procedures outlined in the Coordinator Service Manual.
• Parts Management: Order and ship parts, including handling international commercial invoicing.
• Internal Collaboration: Work with managers, sales, finance, logistics, buyers, and planners.
• Off-hours Support: Provide support as required.

Qualifications

• 3-5 years of customer service experience.
• Detail-oriented with proficiency in Microsoft Office; experience with Microsoft Dynamic ERP is a plus.
• Strong interpersonal and communication skills.
• Problem-solving and conflict resolution skills.
• Ability to multi-task and work independently or as part of a team.
• Positive attitude.

Rapiscan Systems is an industry leader in detection technology, providing cargo and vehicle inspection solutions.