Customer Service Coordinator

Malvern Panalytical; Warszawa; On-site; PLN 60,000 - 90,000; Full time

Benefits offered by this job

Sport card

Meal allowance

Competitive benefits

Job summary

Malvern Panalytical in Warszawa is seeking a Customer Service Specialist to receive and register incoming calls, match customer requirements with engineers, and manage orders and invoicing. You will maintain CRM/ERP data and support warranty/contract updates.

The role requires at least 2 years of customer service experience, fluent Polish, and English at least B2. You will work in a fast-growing international team with competitive benefits.

Qualifications

• Min. 2 years of customer service experience (essential)
• Excellent verbal and written communication skills
• Polish: fluent
• English: min. B2 (daily communication with customers and partners)
• Complaint resolution experience
• Strong organisation and administrative skills
• Very good knowledge of CRM/ERP packages (SAP, Salesforce/SVMAX)
• Good IT skills (Windows, Office365)
• Attention to detail and accuracy

Responsibilities

• Receiving and registering of incoming customer calls whilst at all time maintaining a professional manner. Ensuring accurate recording of message and tasks
• Matching the customers requirements to the availability of engineers and other technical resources including communication with Sales and Applications
• Check and process/approve Cases and Work Orders are processed in a timely manners
• Order spare parts for customers, engineers and stock ensuring records are kept up to date
• Management of engineer Dispatch Console, using cases and Work Orders to track all activities
• Schedule Preventative Maintenance visits for all engineers on a monthly basis using the PM planner in SFL
• Quotations as per customers requests using the correct format ensuring that we have Terms and Conditions agreed
• Contracts administrator and Support agreement including quotes and at the end of warranty or contract end.
• Management of install base through CRM tools
• Updates to warranty and contracts at point of sale.
• Maintaining elements of the ISO9001 Quality System where necessary.
• Create and manage installed products and Customer Accounts in SFL
• Use SAP purchasing to raise requisitions as and when required
• To cover all business relevant tasks for absent staff in order to maintain business continuity
• Maintain accurate financial data for revenue.
• Supporting return and repairs through correct systems.
• Managing invoicing queries with the support of accounts
• Monitoring and managing stock levels and audits across local service organization
• Manage daily tasks in the local business

Skills

Customer service

Polish fluent

English B2

CRM/ERP SAP Salesforce

IT skills (Windows/Office365)

Tools

SAP

Salesforce/SVMAX

Job description

Do you want to be a part of an ambitious, fast-growing, international company with a friendly and inclusive culture?
Are you keen to drive growth within a leading global organization whose purpose is to work with our customers, to make the world a better place?
Are you looking for an opportunity to work on complex, innovative analytical software systems?

Does this sound like you? Then read on!

You will be responsible for :

• Receiving and registering of incoming customer calls whilst at all time maintaining a professional manner. Ensuring accurate recording of message and tasks
• Matching the customers requirements to the availability of engineers and other technical resources including communication with Sales and Applications
• Check and process/approve Cases and Work Orders are processed in a timely manners
• Order spare parts for customers, engineers and stock ensuring records are kept up to date
• Management of engineer Dispatch Console, using cases and Work Orders to track all activities
• Schedule Preventative Maintenance visits for all engineers on a monthly basis using the PM planner in SFL
• Quotations as per customers requests using the correct format ensuring that we have Terms and Conditions agreed
• Contracts administrator and Support agreement including quotes and at the end of warranty or contract end.
• Management of install base through CRM tools
• Updates to warranty and contracts at point of sale.
• Maintaining elements of the ISO9001 Quality System where necessary.
• Create and manage installed products and Customer Accounts in SFL
• Use SAP purchasing to raise requisitions as and when required
• To cover all business relevant tasks for absent staff in order to maintain business continuity
• Maintain accurate financial data for revenue.
• Supporting return and repairs through correct systems.
• Managing invoicing queries with the support of accounts
• Monitoring and managing stock levels and audits across local service organization
• Manage daily tasks in the local business

What do you need to be successful in this role?
Skills:

• Min. 2 years of customer service experience( essential)
• Excellent verbal and written communication skills
• Polish: fluent
• English: min. B2 (daily communication with customers and partners)
• Complaint resolution experience
• Strong organisation and administrative skills
• Very good knowledge of CRM/ERP packages(SAP, Salesforce/SVMAX)
• Good IT skills (Windows, Office365)
• Attention to detail and accuracy

Competencies:

• Able to work independently and in the team
• Adaptability
• Problem solving approach
• Self-organized
• “Can-do” attitude

Why you should join Malvern Panalytical:

• A fast learning curve in an exciting, challenging, and open environment, where you will work within an interdisciplinary team
• Varied and interesting work, career development and growth, collaborative working
• A vibrant and multicultural team of smart people

• Competitive benefits including sport card, meal allowance and more.

About us - Malvern Panalytical, Micromeritics and SciAps.
Together we are a powerful and highly complementary combination of market leading technologies.

Malvern Panalytical instruments analyze the chemical, physical and structural nature of materials, from proteins to polymers and semiconductors to minerals. Our leading technologies measure particle size, shape, concentration and zeta potential, biomolecular interactions and stability, elemental concentrations and crystallographic structure.

Micromeritics manufactures systems for the characterization of particles, powders, and porous materials for a wide- range of end markets including catalysts, chemicals, building materials, clean-tech and battery. Our leading technologies measure surface area, porosity, density, adsorption and particle activity.

SciAps specializes in portable X-ray fluorescence (XRF), laser-based (LIBS) and near-infrared (NIR) analyzers to measure any element in any environment. SciAps is the Center of Excellence for our handheld instruments.
We have a global footprint with R&D and manufacturing sites in North America, Europe, and Asia.

We are more than 2,500 employees in a customer-focused organization with sales and service offices in 20 countries, all committed to delivering expert and responsive customer support.

We are part of Spectris. Spectris combines precision with purpose, delivering progress for a more sustainable world. Precision is at the heart of what we do – our leading, high-tech instruments and software equip our customers to solve some of their greatest challenges to make the world cleaner, healthier and more productive.

Malvern Panalytical, Micromeritics & SciAps
Your Partners in Discovery

Malvern Panalytical, Micromeritics and SciAps, part of the Spectris Group, are committed to a diverse and inclusive culture where everyone can thrive and achieve a fulfilling career. Changing the world isn’t something you can do on your own, or with a single way of thinking; it takes a wide collection of experiences, stories, knowledge, and expertise. We encourage applications from underrepresented individuals and people with diverse backgrounds. Although we always select the most qualified applicant for each role and make all decisions without regard to race, sex, age, or any other protected class, we are an inclusive, equal opportunity organization that prizes diversity. Your unique perspective is important to us.