Service Coordinator

Service Coordinator

Department: IVMS Service

Employment Type: Permanent - Full Time

Location: Barnwood, Gloucester

Reporting To: Simon Atherton

The Role

• Position requires strong customer service skills, patience, attention to detail and the ability to organise and prioritise daily tasks to meet daily and weekly objectives.
• Build a strong rapport with customers and fellow colleagues.
• Ensure high quality customer service for the services IVMS Ltd supplies.
• Be a team player and show initiative by planning day to day workload.

Key Responsibilities

• Provide high level service support to Customer Service Engineers and external customers.
• Interface with cross functional work teams such as Engineering, Customer support/sales and Marketing.
• Create and maintain service information within the IVMS CRM.
• Follow up with Engineers to ensure final documentation is available once a service visit is complete.
• Ensure all in house repairs are scheduled in a timely manner.
• Raise service cases, coordinating the service team to ensure resources, calibration artefacts and spare parts are available for the Engineer to complete the task in the most cost effective way.
• Timely and professionally handle customer service calls and issues arising from field service visits.
• Remain calm under strict conditions and pressures.
• Maintain records accurately and on time.
• Good decision making, IT and communication skills.
• Encourage and motivate people; sporting a responsible attitude.
• Show interest to help and work with customers.
• Exercise sound practical judgement of work priorities.
• Have working knowledge of the MS Office suite, especially Excel.

Accountability

• Be a supportive and approachable member of the customer service team promoting openness and honesty.
• Operate within the overall policy of the organisation and keep within its written rules set out in the company handbook.
• Respond to broad guidelines set down by the Service Team Leader.
• Share collective responsibility for Customer Service under the direction of the Service Team Leader.

Required Skills, Knowledge and Expertise

• Experience working in a customer service background.
• Highly organised.
• Highly motivated to deliver the best possible service to customers.
• Set high personal standards for self, assuming responsibility and accountability for successfully completing assignments or tasks.
• Strong verbal and written communication skills; able to report to management level.
• Able to manage several tasks simultaneously, work well under pressure and handle stress appropriately.
• Working knowledge of MS Office products and CRM software.

Benefits

• Company Pension.
• 25 days Annual Leave + Bank Holidays.
• Life Cover.
• Private Medical with Optical / Dental Insurance.
• Cycle to Work scheme.
• Free On site Parking.