Customer Services Co-Ordinator

Mulmar; Stanborough; On-site; GBP 26,000 - 32,000; Full time

Job summary

Mulmar, Hatfield based, is seeking a Customer Services Co-ordinator to handle customer enquiries, diagnose and route issues, and coordinate field service activity across the UK. You will log requests, manage follow-ups and ensure timely responses to maintain high customer satisfaction.

Ideal candidates will have solid experience in customer services, MS Office proficiency, and familiarity with field service or maintenance contexts, with strong communication and organizational skills to operate

Qualifications

• Experience in customer services environment working to timescales essential.
• Experience of service support in maintenance services, logistics or courier services advantageous but not essential.
• Computer literate, preferably with experience in MS Office including Outlook, Word and Excel
• Experience in the use of customer databases advantageous.
• Good general knowledge of geographical locations within the UK.

Responsibilities

• Receive incoming enquiries from customers via telephone, fax, email and letter.
• Respond to customer service calls: diagnose faults and assist with phone fixes where possible, or assign requests to relevant personnel while tracking responses to ensure customer satisfaction.
• Plan and allocate customer reactive callouts to regional Field Engineers.
• Log service requests into the Siclops Service Management System with accurate call details and generate reports.
• Prioritise, schedule and record service engineer activities.
• Monitor and follow up required information, liaising with customers, service team, sales team and others as needed.
• Escalate major issues to Customer Service Supervisor or Service Manager.
• Ensure Service Desk telephones are answered during working hours and check missed calls.
• Ensure services meet customer contracted SLAs.

Skills

Attention to detail

Customer service

Communication skills

Flexibility

Integrity

Interpersonal skills

Resilience

Tools

MS Office

Outlook

Word

Excel

Job description

Customer Services Co-ordinator

Location: Hatfield based, AL9 5JN

Contract: Full time, Permanent

Salary: £29,000 + DOE

We are Mulmar, we are growing and we want you! With more than 30 years' experience and over 140 employees throughout the UK and Ireland, Mulmar is a leader in the supply and maintenance of some of the world's finest espresso coffee machines in offices, high street coffee shops, restaurants, airports, hotels and food retailers.

Key Responsibilities:

• Receive incoming enquiries from customers via telephone, fax, email and letter.
• Respond to customer service calls: diagnose faults and assist with a telephone fixes where possible, respond directly to customer enquiries, or assign requests to the relevant personnel who can answer, track responses back to the customer to ensure 100% customer satisfaction.
• Plan and allocate customer reactive callouts to regional Field Engineers.
• Log service requests into the Siclops Service Management System, ensuring that call details are accurate and reflective of call type: Maintain Call monitors, Asset management, Database management and cleansing, Generation of reports
• Prioritise, schedule and record service engineer activities.
• Monitor and follow up requested information - liaise with customers, service team, sales team and other relevant people informed as necessary.
• Escalate emerging major issues to Customer Service Supervisor and/or Service Manager.
• Ensure Service Desk telephones are promptly answered during working hours.
• Check missed calls from previous day.
• Ensure services meet customer contracted Service Level Agreements (SLAs).

Essential / desirable experience requirements.

• Experience in customer services environment working to timescales essential.
• Experience of service support in maintenance services, logistics or courier services advantageous but not essential.
• Computer literate, preferably with experience in MS Office including Outlook, Word and Excel
• Experience in the use of customer databases advantageous.
• Good general knowledge of geographical locations within the UK.

The job holder should possess the following personal competencies:

• Attention to detail. Is thorough when performing work and conscientious about detail.
• Customer service skills. Work with customers to assess their needs, provide information, resolve problems with an ability to resolve conflicts or disagreements in a constructive manner.
• Communication skills. Be able to express information to customers clearly and concisely, listens to others, understands non-verbal cues and responds appropriately.
• Flexibility. Open to change; adapt behaviour or work methods in response to changing conditions, equipment and customer requirements.
• Integrity/Honesty. Displays high standards of conduct and is trustworthy.
• Interpersonal skills. Shows understanding, friendliness, courtesy and politeness to others; able to develop and maintain effective relationships with others.
• Resilience. Able to manage pressure, remains optimistic and persistent.