Customer Support Coordinator - UK

Ishida Europe Ltd; Birmingham; On-site; GBP 25,000 - 35,000; Full time

Job summary

Ishida Europe Ltd is looking for a Customer Support Coordinator to empower our Aftersales teams. The role focuses on handling customer interactions, managing tickets, processing quotes, orders and invoices, and coordinating engineers’ schedules.

You will need strong administrative skills, excellent communication, and a proactive approach to ensure customer satisfaction and smooth service operations. This is a UK-based role requiring diligent organization and teamwork.

Qualifications

• Experience with ERP systems for order processing, invoicing and credits.
• Experience using ticketing systems for managing customer enquiries.
• Excellent customer service skills with high accuracy.
• Ability to work to tight deadlines and prioritise tasks.

Responsibilities

• Coordinate UK & Central Service Team activities using Zendesk & ERP.
• Answer customer enquiries via tickets, email and phone.
• Raise quotations and convert to orders on receipt of PO.
• Schedule installations and commissioning for engineers.
• Process service orders and invoicing.
• Manage service contract schedules and parts; raise POs as needed.
• Arrange travel for engineers as required.
• Close service orders in a timely manner.

Skills

Accuracy & detail

Coordination

ERP systems experience

Ticketing systems (Zendesk)

Customer service

Team player

Prioritisation

Tools

Zendesk

ERP system

Job description

Main Purpose of the role

The Customer Support Coordinator will support Ishida's Aftersales teams by efficiently handling customer interactions, managing ticketing systems, and processing quotes, orders, and invoices. The role requires a proactive individual who excels in administration, prioritization, and task coordination. This position demands a strong focus on customer satisfaction and high standards of organisational and communication skills.

The Customer Support Coordinator will support Ishida's Aftersales teams by efficiently handling customer interactions, managing ticketing systems, and processing quotes, orders, and invoices. The role requires a proactive individual who excels in administration, prioritization, and task coordination. This position demands a strong focus on customer satisfaction and high standards of organisational and communication skills.

Primary Responsibilities

• UK & Central Service Team Coordination


• Customer focused task management Zendesk & ERP


• Enquiries
  
  
  
  • Answer incoming customer enquiries via Zendesk tickets, emails and phone calls
  
  
  
  


• ERP Tasks
  
  
  
  • Raise professional quotations based on job requirements
  
  
  • Convert quotations into order on receipt of purchase order
  
  
  • Engineer schedules to be kept up to date
  
  
  • Schedule installation & Commissioning jobs for central engineers
  
  
  • Service order processing including labour and parts
  
  
  • PO numbers to be in place for all chargeable jobs
  
  
  • Ensure all jobs have correct numbers allocated prior to release
  
  
  • Service order validation prior to releasing activities to the engineer
  
  
  • Process all work reports, engineer hours and invoicing within agreed time limits.
  
  
  • Ensure service orders are processed to closure in a timely manner
  
  
  • Invoice in a timely manner
  
  
  • Process follow up work, quotations, orders and schedules
  
  
  • Manage service contract schedule and parts
  
  
  • Arrange travel for engineers as and when required
  
  
  • Raise and receipt purchase orders when required
  
  
  
  

Secondary Responsibilities

• Service team coordination support for other regions.


• Support warranty to help cover workload increase, sickness and holidays


• Support product lifecycle if requested


• Assist/organise departmental meetings/events if requested

What skills are we looking for?

To be successful in the role, you must be able to demonstrate high levels of accuracy and attention to detail, demonstrate experience in coordination or similar role, have experience with ERP systems for order processing, invoicing and issuing credits and have experience of using ticketing systems for managing customer enquiries.

You will be a good team player, able to work to tight deadline's, have good prioritisation skills and have excellent customer service skills and experience.