Global Customer Support & Operations 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

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.