Customer Service Coordinator

Hiab; Ellesmere; Hybrid; GBP 26,000 - 36,000; Full time

Benefits offered by this job

Hybrid working model

Job summary

Hiab is seeking a Customer Service Coordinator based in Ellesmere, UK, to optimise service scheduling and manage work orders. You will balance customer requirements with technician availability and operational constraints while driving service adoption and ProCare solutions.

The role requires strong customer focus, teamwork, and the ability to communicate value in service interactions. The position is hybrid, offering collaboration across service centers and external partners.

Qualifications

• Strong customer orientation and professionalism.
• Ability to manage multiple priorities in a fast paced environment.
• Excellent written and verbal communication skills.

Responsibilities

• Communicate proactively and professionally with customers to understand their needs, identify potential issues, and ensure timely resolution
• Collaborate with Hiab service center/field service teams and external partners to enable streamlined planning and delivery
• Schedule and plan service activities to ensure efficient and timely service delivery, with understanding of task durations and prep needs
• Create, assign, monitor, and close work orders with accurate information in the system
• Manage unexpected issues and reallocate resources as required
• Support service preparation through spare parts planning and coordination of orders
• Prepare, issue, and follow up quotes, estimates, and invoices for chargeable service work
• Ensure timely customer reporting of completed service activities in collaboration with technicians
• Ensure timely invoicing of completed chargeable service work and support reducing WIP
• Drive lifecycle activation by communicating value of Hiab services and promoting ProCare solutions

Skills

Customer service

Communication skills

Teamwork

IT skills

Tools

SAP

Salesforce

Job description

Hiab is the pioneer in smart and sustainable on road load handling solutions. We believe in more than just work — we believe in making a difference for our customers to building a better tomorrow.

Say Hi! to your next challenge — explore the opportunity and apply below!

Your mission

Customer Service Coordinator is responsible for optimising the service scheduling and managing work orders by balancing customer requirements, technician availability, and operational constraints. He/she delivers a consistently high level of proactive customer service and ensures efficient workforce utilisation through effective planning, while adapting quickly to unexpected issues. Customer Service Coordinator also communicates the value of Hiab’s service offerings during customer interactions to drive service adoption and increase service sales.

This position is based in Ellesmere, UK and is on a hybrid working model.

Key Responsibilities

• Communicate proactively and professionally with customers to understand their needs, identify potential issues, and ensure timely resolution
• Collaborate closely with internal colleagues, Hiab’s service center/field service teams, and external service partners to enable streamlined planning and delivery in line with agreed service lead times and quality standards
• Schedule and plan service activities to ensure efficient and timely service delivery, with a strong understanding of different service tasks and their impact on time requirements, competencies, and preparation needs
• Create, assign, monitor, and close work orders, ensuring all relevant and accurate information is recorded in the system
• Manage unexpected issues and respond to emergencies by effectively prioritising, reallocating, and adjusting tasks or resources as required.
• Support service preparation through effective spare parts planning and coordination of required orders
• Prepare, issue, and actively follow up quotes, estimates, and invoices for chargeable service work
• Ensure high quality and timely customer reporting of completed service activities, in collaboration with service technicians
• Ensure timely invoicing of completed chargeable service work and support the reduction of WIP
• Drive lifecycle activation to support business growth and customer retention by communicating the value of Hiab’s services during customer interactions, following up on lifecycle opportunities, and promoting and offering ProCare solutions.

What We Are Looking For

• Strong customer orientation and professionalism
• Ability work individually and as part of a team
• Ability to manage multiple priorities and remain focused in fast paced environment
• Ability to communicate the value of services to customers during service interactions
• Collaborative way of working with cross functional teams
• Excellent written and verbal communication skills.
• Good level of IT skills (SAP, Salerforce) and capability to learn new systems and tools

What We Offer

We offer you a position in a global organisation where you are challenged with interesting and diverse tasks. These tasks will provide a great opportunity for you to grow professionally, gain insights into worldwide supply chains and build your corporate network.

We Are Hiab

Hiab (Nasdaq Helsinki: HIAB) is a leading provider of smart and sustainable on road load-handling solutions, committed to delivering the best customer experience every day with the most engaged people and partners. As the industry pioneer, Hiab continues to make on road load-handling smarter, safer and more sustainable to build a better tomorrow.

www.hiabgroup.com