Service and Planning Co-ordinator

Northampton, Northamptonshire
Interaction Recruitment

The role as the Service and Planning Co-ordinator will require the ability to deal across functions, from Field Service Engineers through to, and including, Senior Managers, decision makers and main board directors within customer organisations. Reporting to the Service Manager/Customer Services Supervisor the primary function of this role is for customers to have one point of contact for service and parts within designated regional area, covering all aspects of Customer Service.

• Promptly dealing and responding quickly to customer enquiries by telephone and email
• Act as secondary contact for all customers
• Accurately processing customer orders on SAP from various sources (parts / internal / external)
• Log all machine breakdowns and release/liaise with the field service team
• To effectively and efficiently answer service and break down requests from customers, considering at all times the SLA agreements in place. To allocate service / breakdown workload to the external engineers in an efficient and timely manner, considering locations and engineer travel time
• Review and process all field service for review and approval by the customer
• Provide customers with official quotations and follow up all opportunities in a timely manner.
• To manage the lifecycle of service contracts on a monthly basis, work with customers to advise when current contracts are expiring and ultimately encourage them to renew. Active follow up of equipment sold without service contracts.
• Optimize selling potential and develop relationships with new and existing prospects via calling, email and marketing campaigns.
• Cross sell and upsell where appropriate to increase parts profitability.
• Be actively involved in any special projects concerning the sale and promotion of parts and consumables.
• To operate at all times within the company’s policies and procedures at the highest professional and ethical standards whilst maintaining a positive and strong customer service culture.
• To ensure that the company’s Health & Safety regulations are followed at all times.

The Candidate

• At least 3 years sales administration and/or customer service experience.
• Excellent communication skills both verbal and written
• Highly organised with experience of working to deadlines.
• Working knowledge of CRM Systems
• Good working knowledge of SAP
• Drive and Enthusiasm
• Desire to succeed
• Professional Telephone Manner

This is a permanent full-time office based role, the working hours are week 1 Monday to Friday 8am-4.30pm, week 2 Monday to Friday 8.30am-5.00pm. The hours are 37.5 hours per week.

Benefits

• Starting salary is between £23-£25k depending on experience.
• 25 Days Annual leave plus bank holidays
• Birthday off
• Pension Scheme
• Employee Assistance Programme
• Long Service Awards
• Bonus Scheme
• Well-being Support
• Life Assurance
• Volunteer Days
• 4 Week induction programme
• Bespoke Training

Please apply today for immediate consideration.