Customer Service Coordinator

Cargotec Corporation; Northallerton; Hybrid; GBP 26,000 - 38,000; Full time

Job summary

Hiab Northallerton, UK is seeking a Customer Service Coordinator to optimise service scheduling and manage work orders, balancing customer requirements, technician availability, and operational constraints.

In this hybrid role, you will partner with service centers, plan activities, prepare quotes and invoices, and drive service adoption while supporting lifecycle activation through ProCare solutions.

Qualifications

• Strong customer orientation and professionalism.
• Ability to work individually and as part of a team.
• Ability to manage multiple priorities in a 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, Salesforce).

Responsibilities

• Communicate proactively with customers to understand needs and resolve issues.
• Collaborate with service centers, field teams, and external partners to enable planning and delivery.
• Schedule and plan service activities to meet lead times and quality standards.
• Create, assign, monitor, and close work orders with accurate information.
• Manage unexpected issues and reallocate resources as required.
• Prepare, issue, and follow up quotes, estimates, and invoices for chargeable service work.
• Ensure timely customer reporting of service activities and invoicing to reduce WIP.
• Promote Hiab services and ProCare solutions to drive lifecycle activation.

Skills

Strong customer orientation

Team collaboration

Multi-priority management

Value communication

Excellent written and verbal skills

IT skills (SAP, Salesforce)

Tools

SAP

Salesforce

Job description

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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 Northallerton, 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.