Customer Service Coordinator

  • Job Reference: 2022-16067
  • Date Posted: 11 May 2022
  • Recruiter: Waters
  • Location: Wilmslow, Cheshire
  • Remote Working: Some remote working possible
  • Salary: On Application
  • Sector: Customer Service
  • Job Type: Full Time Flex
  • Work Hours: Full Time

Job Description

Customer Success is our Mission.

As a Customer Service Coordinator, you will play a key and pivotal role in supporting our Waters service teams and our customers across the Northern Europe region.

To be successful in this role you’ll need to plan, coordinate, and organise tasks to ensure that our service delivery is seamlessly effective and efficient, leaving our customers with a positively memorable experience.

We are striving to increase the levels of our customer satisfaction.

The role involves collaboration and communication with multiple internal parties including our field service engineers, service sales, service management and finance & administration teams.

You’ll liaise and communicate directly with our customers, this is of primary importance in this position, so expectations are managed clearly and precisely.

Our Service Enablement Specialists are responsible for:

  • Building, developing, nurturing, and maintaining strong and meaningful customer and internal relationships.
  • Performance Maintenance Planning. Creating PM records, ensuring parts are ordered and delivered on time, effective scheduling of engineers and informing customers throughout the process. An ability to quickly respond and successfully manage any deviations whilst maintaining customer satisfaction.
  • Managing your own CRM opportunities, follow up with customers in a timely manner to understand their needs with a goal of getting all our customers to use Waters Service Parts and labour when required on our Instruments. Present Win/Lost business to management.
  • Service Sales. Supporting the Service Sales business so we achieve our AOP. Create Service Sales quotations, liaise with customers regarding their needs. Maintain our iBase system to ensure accuracy in customers Water’s equipment.
  • Inventory Management. Collaborating with engineers, 3rd party vendors, management, and finance teams to ensure inventory levels are managed to budget. Take ownership in ensuring Service Inventory is returned to Milford USA, Wilmslow UK & Singapore, in a timely manner. Active participation in inventory stock checks and audits throughout year.
  • Reporting and Processing. Daily and weekly processing of Work Orders and any associated credits. Generating and reviewing business reports to help optimise processes, drive efficiencies and improvements within the service function.

What are we looking for from you?

  • Self-motivated, and ability to use own initiative to perform work with a strong ‘can do’ attitude.
  • Well organised and composed, with good planning and time management skills.
  • Possess excellent communication skills both written and verbal and enjoy personal interaction and relationship building.
  • Willing and flexible to complete a wide variety of tasks dynamically and to a high standard.
  • A high level of attentiveness and focus on customers.
  • Strong Team Player, who enjoys working closely with diverse personalities and cross functional groups across a variety of cultures.
  • Desire to expand knowledge, learn, grow, and develop in a fast-moving business environment.
  • Excellent computer skills, ability to work with MS Office, SAP, and CRM systems.
  • Ability to travel when required

In return you will a Competitive salary plus a strong overall package with excellent health and wellbeing benefits.