Global Customer Service & Operations Coordinator

Malvern Panalytical; Polska; Remote; PLN 60,000 - 90,000; Full time

Benefits offered by this job

Sport card

Meal allowance

Job summary

Malvern Panalytical in Poland is seeking an experienced Customer Service professional to manage incoming calls, coordinate with engineers, process cases and quotes, and handle orders and warranties. You will maintain CRM data, manage quarantined stock, and support invoicing and repairs.

The role requires strong communication, organizational skills, and proficiency with SAP/Salesforce and Office365 in a fast-paced, international environment.

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 maintaining a professional manner.
• Matching customer requirements to availability of engineers and other technical resources including communication with Sales and Applications.
• Check and process/approve Cases and Work Orders in a timely manner.
• Order spare parts for customers, engineers and stock ensuring records are up to date.
• Management of engineer Dispatch Console using cases and Work Orders to track activities.
• Schedule Preventative Maintenance visits for engineers on a monthly basis using the PM planner in SFL.
• Quotations as per customer requests using the correct format ensuring Terms and Conditions agreed.
• Contracts administrator and Support agreement including quotes and at end of warranty or contract end.
• Management of installed 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 required.
• Cover all business relevant tasks for absent staff to maintain business continuity.
• Maintain accurate financial data for revenue.
• Support 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 experience

Verbal communication

Written communication

Attention to detail

Organisational skills

Problem solving

Self-organization

Can-do attitude

English proficiency

Tools

SAP

Salesforce/SVMAX

CRM/ERP systems

Windows

Office365

Job description

Malvern Panalytical in Poland is seeking an experienced Customer Service professional to manage incoming calls, coordinate with engineers, process cases and quotes, and handle orders and warranties. You will maintain CRM data, manage quarantined stock, and support invoicing and repairs.

The role requires strong communication, organizational skills, and proficiency with SAP/Salesforce and Office365 in a fast-paced, international environment.