Customer Service Coordinator

Your mission

Customer Service Coordinator will be responsible for optimising the service scheduling and managing work orders by balancing customer requirements, technician availability, and operational constraints. You will deliver a consistently high level of proactive customer service and ensure efficient workforce utilisation through effective planning, while adapting quickly to unexpected issues. You will also communicate the value of Hiab’s service offerings during customer interactions to drive service adoption and increase service sales.

The position is based on our site in Ellesmere with a hybrid working model. 

Key responsibilities

• Communicate proactively and professionally with customers to understand their needs, identify potential issues, and ensure timely resolution
• Collaborate closely with internal colleagues, Hiab’s service center/field service teams, and external service partners to enable streamlined planning and delivery in line with agreed service lead times and quality standards
• Schedule and plan service activities to ensure efficient and timely service delivery, with a strong understanding of different service tasks and their impact on time requirements, competencies, and preparation needs
• Create, assign, monitor, and close work orders, ensuring all relevant and accurate information is recorded in the system
• Manage unexpected issues and respond to emergencies by effectively prioritising, reallocating, and adjusting tasks or resources as required.
• Support service preparation through effective spare parts planning and coordination of required orders 
• Prepare, issue, and actively follow up quotes, estimates, and invoices for chargeable service work
• Ensure high quality and timely customer reporting of completed service activities, in collaboration with service technicians
• Ensure timely invoicing of completed chargeable service work and support the reduction of WIP
• Ensure accuracy and quality of service technician time sheet reporting
• Drive lifecycle activation to support business growth and customer retention by communicating the value of Hiab’s services during customer interactions, following up on lifecycle opportunities, and promoting and offering ProCare solutions.

What we are looking for

• Relevant commercial or technical education
• Demonstrable experience of providing excellent customer service, prioritising and adapting planning based on changing situations
• Experience in working with SAP and/or Salesforce systems is preferable
• Ability to manage multiple priorities and remain focused in fast paced environment
• Ability to communicate the value of services to customers during service interactions
• Collaborative way of working with cross functional teams.

What we offer

We offer you a position in a global organisation where you are challenged with interesting and diverse tasks. These tasks will provide a great opportunity for you to grow professionally, gain insights into worldwide supply chains and build your corporate network.

Ready to apply?

If you are excited about this opportunity, please submit your CV in English now!