Customer Service – Post Sales Coordinator, Yorkshire

Harrington Recruitment; Sheffield; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading company in the customer service sector is looking for a Customer Service Post Sales Coordinator to enhance operational efficiency and support customers. The role involves coordinating equipment installations, managing service requests, and overseeing spare parts availability, ensuring high levels of client satisfaction and continuous improvement.

Qualifications

• Detail-oriented with strong organization and communication skills.
• Ability to manage multiple tasks and coordinate effectively with various departments.
• Experience with customer service roles preferred.

Responsibilities

• Coordinate new equipment installations and service requests.
• Manage spare parts stock and ensure availability for engineers.
• Follow-up with clients to ensure satisfaction post-service.

Skills

Organization

Judgment

Professionalism

Communication

Tools

Reddot ERP system

Job description

Job Title – Customer Service – Post Sales Coordinator

Role Purpose:

To contribute to the success of the company through detailed, efficient, office support and professionalism internally and with customers and suppliers in line with the company business objectives. This is a detail-oriented role requiring various tasks working with all departments, requiring good judgment, organization, and the ability to remain calm and professional in all situations.

Reporting Relationships:

Operations Manager – Direct Reporting

Vice President – Indirect Reporting

Board of Directors – Indirect Reporting

Job Description

The role of Customer Service Post Sales Coordinator includes, but is not limited to, the following responsibilities:

• Coordination of new equipment installations, testing, and training resources
• Coordination of service requests for the company’s and other companies' equipment on client sites (both planned maintenance and emergency breakdowns)
• Coordination of spare parts to ensure availability for engineers to complete site work or delivery within the customer’s required timeframe
• Management of spare parts stock using trend reporting to forecast stock levels
• Daily coordination and planning with site engineers, balancing client needs, company needs, and engineer needs
• Compilation of RAM’s documents and issuance to engineers and clients, ensuring understanding
• Follow-up with engineers and regular meetings to assess planning effectiveness and work completion for continuous improvement
• Input and maintain Reddot, the company’s ERP system, to keep it updated with post-sales activities, completed site reports, and work closure. Use it for scheduling future service work
• Follow-up post work completion with clients to ensure satisfaction and gather feedback for continuous improvement. Aim to increase PM contracts based on quality work
• Coordinate with Accounts to ensure invoicing completion after each job
• Arrange and book the most efficient travel to minimize road time between customers, maximizing profitability and efficiency
• Book hotels, ferries, and flights for engineers using the company’s third-party travel agency
• Handle initial client calls, providing direct answers or coordinating with other departments for technical support
• Generate reports on breakdown trends, including maps of the UK/Ireland showing breakdown distribution and distinguishing between single orders, PM contracts, and warranty work
• Create cost analysis reports comparing forecasted versus actual costs to evaluate profit and overall performance, maintaining alignment with the pre-sales customer service team for profitable quotations