Customer Service Coordinator

Hiab; Uphall; Hybrid; GBP 24,000 - 32,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Hiab is seeking a Customer Service Coordinator in Uphall, Scotland, to optimise service scheduling and manage work orders by balancing customer needs with technician availability and operational constraints. The role supports proactive customer service and efficient workforce utilisation, with a focus on driving service adoption and sales.

The position is based in Uphall with a hybrid working model, offering exposure to Hiab's global service network and opportunities for professional growth

Qualifications

• Strong customer orientation with professional communication.
• Ability to work independently and in a team.
• Capable of managing multiple priorities in a fast-paced environment.

Responsibilities

• Communicate proactively with customers to understand needs and resolve issues.
• Collaborate with service teams and partners to plan delivery within lead times and quality standards.
• Schedule and plan service activities to optimize time, skills, and prep needs.
• Create, assign, monitor and close work orders with accurate system data.
• Manage emergencies by prioritising and reallocating tasks or resources as needed.
• Support spare parts planning and coordination of required orders.

Skills

Customer focus

Teamwork

Multitasking

Communication

IT literacy

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.

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 Uphall, Scotland 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
• Ensure accuracy and quality of service technician time sheet reporting
• 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.

Please note that the process for this position is coordinated by our Recruitment team part of Hiab Business Services based in Bulgaria.

www.hiabgroup.com