Lead Customer Service Coordinator

Your mission

The Lead Customer Service Coordinator would be responsible for overseeing the coaching and development of customer service coordinators in order to optimise the service scheduling and managing work orders to maximize the Service Experience and customer NPS/CSAT scores. You will achieve this by balancing customer requirements, technician availability, and operational constraints to maximize the value stream commercial potential. In this position, you'll ensure the delivery of a consistently best of class level of proactive customer service and ensure efficient workforce utilisation through training and supporting the team of Service Coordinators, whilst fostering a culture of openness and trust. You will also communicate the value of Hiab’s service offerings during customer interactions to drive service adoption and increase service sales.

The position can be based in one of our sites in Germany. 

Key responsibilities

• Support the day-to-day activity of the Customer Services team within the region and help create a positive working environment focused on accuracy, communication, and service standards
• Support team development through onboarding, coaching, feedback, and call-quality checks, including the provision and completion of one-to-one sessions and development plans
• Act as the primary escalation point for complex customer inquiries; guide the team in proactive communication, problem-solving, and ensuring timely resolution of critical issues
• Coordinate the close collaboration 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
• Oversee and optimize the scheduling and planning of 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
• Monitor the end-to-end work order lifecycle, ensuring maximum data quality in the system and actively supporting team members with HSM utilization and process compliance
• 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
• 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
• Travel may be required upon occasion to other sites.

What we are looking for

• Relevant commercial or technical education
• Experience of providing excellent customer service, prioritising and adapting planning based on changing situations, combined with strong customer orientation and professionalism
• Experience in working with SAP and/or Salesforce systems is preferable. Capability to learn new systems and tools
• 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
• Ability work individually and as part of a team
• Excellent written and verbal communication skills in English and German language. 

What we offer

As a part of our Employees First culture, we offer opportunities to grow within a dynamic environment that values flexibility and your well-being. We strive to make things easier, empower you to succeed, and strive for excellence in a positive and inclusive environment.

Ready to apply?

Click on the apply button below to send in your application. Applications will be reviewed on a rolling basis.