Fónfix Express Co-ordinator

Fonua

Cork

Hybrid

EUR 35,000 - 55,000

Full time

14 days+

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Benefits offered by this job

Pension Scheme

Bike to Work Scheme

Gym/Wellbeing Contribution

Employee Purchase Scheme

Phone Repair Discount

Educational Assistance Program

Company Events

Free Parking

Job summary

Fonua is seeking a Fonfix Express Coordinator to manage end-to-end direct-to-consumer repair and replacement services, ensuring an exceptional customer experience while meeting service levels and turnaround times. You will coordinate between customers, technicians, couriers, marketing and internal support teams.

Reporting to the Head of Customer Operations, the role is hybrid—combining office‑based and remote work with cross‑functional collaboration on pricing, website administration and

Qualifications

Coordinate all Fonfix Express direct-to-consumer services.
Proactively manage end-to-end lifecycle of repair and replacement jobs across all repair locations.
Monitor work queues to ensure turnaround times and SLAs.
Proactively identify and resolve service delays and operational exceptions.
Act as the primary point of contact for customers throughout the repair process.

Responsibilities

Coordinate all Fonfix Express direct-to-consumer services.
Proactively manage end-to-end lifecycle of repair and replacement jobs across all repair locations.
Monitor work queues to ensure turnaround times and SLAs.
Proactively identify and resolve service delays and operational exceptions.
Act as the primary point of contact for customers throughout the repair process.
Manage communications relating to repair status, estimates, parts delays and courier issues.
Resolve customer queries (CRM tickets) promptly and professionally.
Process customer payments relating to repair estimates and additional charges.
Liaise with repair technicians to progress repairs and resolve estimate queries.
Monitor repair reports, job status and ageing cases to maintain workflow efficiency.
Ensure outgoing consignments are accurate, complete and correctly recorded.
Escalate operational issues where required.
Monitor courier collections and deliveries to meet KPIs.
Investigate and resolve collection and delivery exceptions.
Maintain website repair pricing, introducing new device models and pricing updates.
Monitor competitor pricing and recommend adjustments.
Coordinate with Marketing to ensure website content, promotions and pricing remain accurate.
Manage pricing requests for products not yet available online.
Provide daily operational updates on open cases and ageing repairs.
Produce monthly reports for Samsung Direct services and pricing activity.
Monitor Google and Trustpilot reviews and identify service improvement opportunities.
Identify process improvements to enhance customer satisfaction and operational efficiency.

Job description

Company Description

With over 25 years’ experience in offering specialist supply chain solutions to the mobile phone and technology industries. Fónua have developed an industry leading Device Ownership & Supply Chain Optimisation Model. Fónua have long standing direct procurement relationships with all of the key mobile device hardware OEMs.

Company Description

Our Mission

To continuously optimise our partner’s distribution requirements through the delivery of innovative products and services. We will fulfil both vendor and customer needs through efficient supply chain, extensive product knowledge and value added solutions delivered profitably by dedicated and professional employees.

Our Vision

To create value and make a difference

Our Values

Creativity & Imagination
Passion Energy & Ambition
Hire & Retain the Best
Leadership
Teamwork
Respect
Excellence

Position

Fonfix Express Coordinator

Reporting to: Head of Customer Operations

Location: Hybrid – Fónfix / Remote

Role Overview

The Fonfix Express Coordinator is responsible for coordinating and managing end-to-end direct-to-consumer repair and replacement services, ensuring an exceptional customer experience while meeting agreed service levels and turnaround times. The role acts as the central point of coordination between customers, technicians, couriers, marketing, and internal support teams to ensure efficient delivery of all Fonfix Express services.

Requirements

Service Coordination

Coordinate all Fonfix Express direct-to-consumer services.
Proactively manage the end-to-end lifecycle of repair and replacement jobs across all repair locations.
Monitor work queues to ensure all jobs are processed within agreed turnaround times and SLAs.
Proactively identify and resolve service delays and operational exceptions.

Customer Experience

Act as the primary point of contact for customers throughout the repair process.
Manage communications relating to repair status, estimates, parts delays, courier issues and other service exceptions.
Resolve customer queries (CRM tickets) promptly and professionally.
Process customer payments relating to repair estimates and additional charges.

Operational Management

Liaise with repair technicians to progress repairs and resolve estimate queries.
Monitor repair reports, job status and ageing cases to maintain workflow efficiency.
Ensure all outgoing consignments are accurate, complete and correctly recorded.
Escalate operational issues where required.

Courier & Logistics Management

Monitor courier collections and deliveries to ensure contractual KPIs are achieved.
Investigate and resolve collection and delivery exceptions with carrier partners.

Website & Pricing Administration

Maintain website repair pricing, introducing new device models and pricing updates.
Monitor competitor pricing and recommend adjustments where appropriate.
Coordinate with Marketing to ensure website content, promotions and pricing remain accurate.
Manage pricing requests for products not yet available online.

Reporting & Continuous Improvement

Provide daily operational updates on open cases and ageing repairs.
Produce monthly reports for Samsung Direct services and pricing activity.
Monitor Google and Trustpilot reviews and identify service improvement opportunities.
Identify process improvements to enhance customer satisfaction and operational efficiency.

Systems & Compliance

Ensure operational systems remain available and support efficient service delivery.
Use manufacturer systems including GSPN and GSX to manage customer repairs and appointments.
Support cross-training activities to improve operational resilience.
Meet departmental KPIs, quality standards and performance objectives.
Ensure compliance with company policies, customer requirements and data protection obligations.

Key Performance Indicators (KPIs)