Customer Service Coordinator (Spare Parts)

06th February 2018

Reports to: Spare Parts Team Leader

Department: Spare Parts

Location: Tyler Street, Sheffield S9 1GL

Package: Competitive salary / Pension / Life assurance / Westfield Health

 

Job Summary

Based within the Spare Parts Department, to a provide a pro-active and efficient customer care service package to existing and potential customers, ensuring that all enquiries are resolved efficiently, effectively and within the department’s service level commitments.

Additional Information

  • The Service Department deals with preventative maintenance contracts (PPM), breakdowns on a 24-hour basis, service follow up work (SFU), spare parts and all after sales activities associated within Street CraneXpress
  • The company consists of 50 of employees, around 10 of which who deal with incoming customer queries via the telephone between 8.45–17:00 Monday–Friday.

Main Duties and Responsibilities

  • Discuss and clarify customer requirements for spares over the telephone, recording the client contact name, contact numbers, site, crane number, urgency etc.
  • Communicate effectively and note information accurately so that other members of the Customer Service Team can follow up on it if necessary
  • Maintain close contact with opposite numbers at Street Crane Company and utilise the ‘Sharepoint’ computer system to get the latest Street Crane Company crane information
  • Liaise with suppliers and expedite parts as required
  • Ensure spares quotations are prepared in a structured manner maintaining the required margin and always giving an accurate lead time
  • Receive spare parts from suppliers, package and despatch via courier
  • Ensure all orders are entered onto SCX computer system
  • Work as part of a team- the Customer Service Team
  • Assist with Goods inwards process
  • Ensure that Health & Safety objectives are achieved
  • Ensure that Quality Procedures are followed
  • Maintaining and updating customers’ records accurately and in accordance with data protection requirements and ensuring systems are kept up to date
  • Working as part of a large team to achieve the departmental standards

Key Skills/Experience

  • Experience in a customer service role would be advantageous
  • Ability to work under pressure and deal with challenges in a professional and calm manner
  • Excellent communication skills and demonstrate ability to communicate with people face to face, on the telephone, and via written communication
  • Ability to take ownership for all customer service related enquiries received and see through to full resolution
  • Confidence to use initiative
  • Flexible with the ability to prioritise
  • Fully conversant with Microsoft Word, Outlook and Excel

Please note there will be an element of manual handling involved in this role

To apply, send your CV and covering letter to recruitment@scx.co.uk