Parts & Service Coordinator

XL Specialized Trailers; Manchester; On-site; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking a Parts & Service Coordinator to enhance customer satisfaction and streamline operations. In this role, you will leverage your customer service expertise to resolve issues, maintain accounts, and provide feedback to improve processes. This position offers the opportunity to work collaboratively with a dedicated team, ensuring that customers receive timely and accurate information. If you are a proactive problem solver with excellent communication skills, this role is perfect for you. Join a company that values teamwork and continuous improvement in a dynamic work environment.

Qualifications

• Experience in customer service or technical roles is essential.
• Strong organizational skills and ability to manage multiple priorities.

Responsibilities

• Resolve customer complaints and provide effective solutions.
• Maintain customer accounts and process financial adjustments.
• Analyze data to identify service issues and improve efficiency.

Skills

Customer Service

Problem Solving

Planning

Interpersonal Skills

Computer Proficiency

Education

High School Diploma or G.E.D.

Bachelor's Degree (preferred)

Job description

Position Title: Parts & Service Coordinator

Location: Manchester

FLSA Status: Non-Exempt

Job Overview:

Generally expected to work as a valued member of the XL Specialized Trailers team. This job will primarily responsible for maintaining effective customer service for customers of XL Specialized Trailers by utilizing excellent, in-depth knowledge of company products and programs. Work cooperatively with other team members to resolve customer issues.

Essential Duties and Responsibilities:

Resolves Product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.

Attracts potential customers and serves existing customers by answering product and service questions; suggesting information about other products and services.

Maintains customer accounts by recording and updating account information.

Maintains financial accounts by recording account information and processing customer adjustments.

Provides feedback to the company regarding service failures or customer concerns. Provides feedback to Operations and Engineering teams to ensure all customers have accurate and timely information on order status and/or changes.

Works continually towards self-development to stay current on customer service procedures & practices.

Track Service level agreements as they relate to product and service. Generate quotes and register warranties within established procedures.

Analyze data and generate reports for the purpose of identifying customer service and warranty issues. Look for opportunities for cost reduction by driving operational efficiencies.

Provide affective communication to internal and external customers using proven telephone/verbal and writing skills.

Completes operational requirements by following company policies and procedures; reporting needed changes; following up on work results.

Maintains safe and clean working environment by complying with procedures, rules and regulations. Wears proper personal proactive equipment.

Identifies and anticipates safety and health concerns and hazards by surveying environmental, operational, and occupational conditions.

Contributes to team effort by accomplishing relating results as needed.

Ancillary Duties:

1. Assist with the continuous process improvement of XL Specialized Trailers by leading and participating in projects such as lean, 5-S and Kaizen.
2. Perform any other tasks assigned to support and improve the overall operations of the XL Specialized Trailers.

Supervisory Responsibilities:

None

Supervision Received:

Works under direct supervision. The employee is responsible for planning and carrying out the assignment, keeping the supervisor informed of progress and potential problems or future implications.

Responsibility for Public Contact:

Daily contact requiring courtesy, discretion, and sound judgment.

Licensing and Certification:

None required

Education and Experience:

1. High School Diploma or G.E.D. Bachelor's Degree preferred or equivalent experience.
2. Customer Service, Technical or Manufacturing experience.

Essential Skills and Experience:

1. Planning: an ability to think ahead and plan.
2. The ability to organize and manage multiple priorities.
3. General understanding of manufacturing.
4. Problem analysis and problem resolution at a functional level.
5. Strong customer orientation.
6. Excellent interpersonal and communication skills.
7. High performance teams and a strong team player.
8. Commitment to company values.
9. Computer proficiency.

Physical Demands:

1. Extended periods of sitting.
2. Ability to routinely lift 20 lbs. and occasionally up to 50 lbs.

Work Environment:

Work is performed both indoors and outdoors.