Service and Parts Coordinator

RECRUITMENT HELPLINE; Chester-le-Street; On-site; GBP 30,000 - 40,000; Full time

Job summary

RECRUITMENT HELPLINE is seeking a Service and Parts Coordinator to join our team in Gateshead. This role requires excellent organizational skills to coordinate service activities, manage parts quotations, and support technicians and customers effectively.

The ideal candidate will have 2+ years of experience in a service coordination or related role, strong communication skills, and proficiency with inventory management systems. The position offers a full-time, permanent contract with a competitive salary based on experience.

Qualifications

• 2+ years of experience in service coordination, parts, logistics, or a related role.
• Proficiency with inventory management systems and ERP software.
• Ability to manage online parts orders and customer portal data.

Responsibilities

• Manage end-to-end parts coordination, including pricing, ordering, and delivery.
• Handle service and parts warranty claims with suppliers and internal teams.
• Monitor inventory control processes and supplier relationships.

Skills

Organisational skills

Communication skills

Problem-solving skills

Attention to detail

Customer-focused mindset

Multitasking abilities

Education

High school diploma or equivalent

Associate’s degree or technical training preferred

Tools

Inventory management systems

ERP software

Service management tools

Job description

An excellent opportunity for a Service and Parts Coordinator to join a well-established company based in Birtley, Gateshead.

Job Type: Full-Time, Permanent

Location: Gateshead

Salary: Competitive Salary, Depending on Experience

Reports to: Lead Service Engineer

About the Role

The Service and Parts Coordinator plays a critical role in ensuring the smooth operation of the service department by coordinating service activities, managing parts quotations, ordering and delivery, and acting as a key liaison between technicians, suppliers, and customers.

This position requires strong organisational skills, attention to detail, and excellent communication to support timely, efficient service delivery. He/She will also be responsible for supporting the management, performance, and continued growth of the company’s digital sales platforms.

Main Duties

• Manage end-to-end parts coordination, including pricing support, quoting, ordering, delivery, returns, cost control, and the preparation and processing of related documentation such as purchase orders, invoices, credits, delivery notes and quality documentation
• Handle service and parts warranty claims, including submission, tracking, and resolution with suppliers and internal teams
• Monitor on-time delivery of parts and inventory to support service operations.
• Manage online parts orders across company website, customer portals, including order entry, verification, fulfilment coordination, shipping, and post-sale support.
• Assist in the management and growth of service contracts
• Monitor overdue appointments through the customer portal and efficiently schedule, coordinate, and manage service appointments, work orders, and technician assignments.
• Maintain accurate and up-to-date customer portal data following onsite visits and internal engineering activities
• Manage and maintain the supplier base, including supplier relationships, pricing negotiations, shipment tracking, discrepancy resolution, and processing returns or warranty parts
• Manage inventory control processes within the ERP system, including product setup, stock monitoring, replenishment, and inventory reconciliation
• Organise and coordinate domestic (UK) and international shipments, ensuring timely delivery and compliance with relevant logistics requirements
• Collect and review technician timesheets and calculate service costs for customer billing and reporting
• Ensure compliance with company policies, safety standards, and quality procedures related to parts handling and storage
• Support the continuous improvement of online sales, parts supply, and service coordination processes.
• Ensure quality standards are consistently met to delivery the highest level of service to customers.
• Embrace and support company values.

Candidate Requirements

• High school diploma or equivalent (associate’s degree or technical training preferred)
• 2+ years of experience in a service coordination, parts, logistics, or related role
• Strong organisational and multitasking abilities
• Excellent verbal and written communication skills
• Proficiency with inventory management systems, ERP software, or service management tools
• Familiarity with basic digital marketing concepts, including online promotions, email communications, and customer engagement tools
• Customer-focused mindset with strong problem-solving skills
• Ability to work effectively in a fast-paced, deadline-driven environment
• Attention to detail and accuracy in documentation and inventory control
• Collaborative team player with the ability to work independently
• Basic mechanical or technical understanding

KPI’s

• 60-80% percentage of quotes converted into confirmed orders
• Time to respond to portal messages < 24 hours (same business day ideal)
• Total revenue generated through digital online channels +20% Year on Year
• Service online portal data accuracy
• % of service jobs with all required parts available before scheduled start (Target: ≥ 98%)

If you feel that you have the relative skills/attributes to fulfil this role then please apply now!

The employer fully supports Equality in Employment. All employment is decided based on qualifications, merit and business need.