Service Coordinator

MasterMover Ltd; Compton; On-site; GBP 26,000 - 38,000; Full time

Benefits offered by this job

Life Assurance

Pension Scheme

Retail & Gym Discounts

Employee Assistance Programme

Virtual GP Access

Cycle to Work Scheme

Job summary

MasterMover Ltd. is seeking a highly organised Service Coordinator to act as a central point of contact for direct customers and service partners.

You will coordinate and progress service enquiries, maintain CRM records, and provide proactive updates to stakeholders. The role involves collaborating with Parts Operations, Technical Support, Sales, Warranty, and Engineering to resolve issues and ensure onsite servicing runs smoothly.

Qualifications

• Experience in a service coordination, helpdesk, customer service, or operations role.
• Strong organisational skills and the ability to manage multiple open cases simultaneously.
• Excellent written and verbal communication skills.
• Customer-first mindset with a proactive and solutions-focused approach.
• Experience using CRM systems (Salesforce, HubSpot or similar).
• Strong attention to detail and commitment to accurate data management and reporting.

Responsibilities

• Manage and coordinate UK service requests, ensuring timely resolution and clear communication throughout.
• Maintain accurate records of all service cases within CRM and service tracking systems.
• Provide proactive updates to customers and internal stakeholders.
• Follow internal processes to ensure technical requests and customer parts orders are processed efficiently.
• Collaborate with internal teams including Parts Operations, Technical Support, Machine Sales, Warranty, Marketing, Production and Engineering to resolve issues.
• Coordinate with Service Controllers and service partners to support onsite servicing and repairs.
• Monitor service enquiries and case status, escalating trends, recurring issues or risks where appropriate.
• Assist with service reporting, performance metrics and management reviews.
• Identify process inefficiencies and contribute to continuous improvement initiatives.
• Provide general administrative support to the Service department and support ad hoc projects.

Skills

CRM systems

Organisational skills

Communication

Time management

Customer service

Tools

Salesforce

HubSpot

Job description

Company Overview

MasterMover is a leading provider of innovative material handling solutions. With a focus on electric tugs and automation, we empower companies to enhance productivity and safety. Our patented products are used by leading global industrial brands to improve workplace efficiency. With our global headquarters in the UK and operations across the USA, France, Germany, and an extended partner network, we have an exciting future ahead.

Position Overview

As Service Coordinator, you will be a central point of contact for direct customers and service partners, coordinating and progressing service enquiries. You will ensure a consistent, high quality customer experience through effective case management, cross-functional collaboration, and timely resolution of service and parts requests.

Key Responsibilities

• Manage and coordinate UK service requests, ensuring timely resolution and clear communication throughout.
• Maintain accurate records of all service cases within CRM and service tracking systems.
• Provide proactive updates to customers and internal stakeholders.
• Follow internal processes to ensure technical requests and customer parts orders are processed efficiently.
• Collaborate with internal teams including Parts Operations, Technical Support, Machine Sales, Warranty, Marketing, Production and Engineering to resolve issues.
• Coordinate with Service Controllers and service partners to support onsite servicing and repairs.
• Monitor service enquiries and case status, escalating trends, recurring issues or risks where appropriate.
• Assist with service reporting, performance metrics and management reviews.
• Identify process inefficiencies and contribute to continuous improvement initiatives.
• Provide general administrative support to the Service department and support ad hoc projects.

Who We Are Looking For

We are looking for a highly organised, customer-focused individual who thrives in a fast-paced, process-driven environment. You will be proactive, calm under pressure, and confident managing multiple priorities while maintaining excellent service standards.

• Experience in a service coordination, helpdesk, customer service, or operations role.
• Strong organisational skills and the ability to manage multiple open cases simultaneously.
• Excellent written and verbal communication skills.
• Customer-first mindset with a proactive and solutions-focused approach.
• Ability to build strong working relationships across multiple departments.
• Experience using CRM systems (Salesforce, HubSpot or similar).
• Strong attention to detail and commitment to accurate data management and reporting.
• Excellent time management and prioritisation skills.
• Ability to remain calm and professional when handling escalations or difficult situations.
• Experience coordinating field technicians or service partners.
• Continuous improvement mindset with experience identifying and implementing process improvements.

Why Join MasterMover?

• Be part of a growing, innovative global business.
• Work with industry-leading products and customers.
• Collaborative and supportive team environment.
• Opportunities to contribute to process improvements and service excellence.

Life Assurance Pension Scheme Retail & Gym Discounts Employee Assistance Programme Virtual GP Access Cycle to Work Scheme

Airfield Industrial EstateMoor Farm RoadAshbourneDerbyshireDE6 1HDUnited Kingdom

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MasterMover GmbH

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MasterMover SARL

23 Avenue Christian Doppler77700Bailly-RomainvilliersFrance

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MasterMover Inc

8041-J Arrowridge BoulevardCharlotteNorth CarolinaUnited States of America