Customer Support Service Planner

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Job Mission:

An exciting opportunity has arisen to be a part of the Customer Support Team for Atlas Copco Power Technique Customer Centre located in Hemel Hempstead.

Your mission is to contribute to the development of Power Technique in UK and Ireland to remain a market leader, ensuring that we always provide a first-class customer service experience.

As Customer Support Service Planner, within our Service division, you will contribute to the profitability of the Atlas Copco Power Technique business through the provision of active administration and support to both customers and colleagues.

You will help to drive the business with customer focus helping to improve efficiency, profitability and growth., * To work as part of a dedicated, customer focused, cohesive team

• Configure customer quotations for service work and standard spare parts

• To administer the forward planning of all open orders, ensuring that the department service requirements are met in a timely and efficient manner, for both our workshop and site visits. From quotation through to invoice

• To liaise with customers by phone or e-mail to arrange and confirm the service visits, and ensure they are fully aware of the scope of work and the date to be carried out.

• Organising of repairs and warranty claims within our onsite workshop, liaising with our Logistics Team for delivery and collections

• Coordinating with external vendors to ensure all materials and services are delivered on time and within budget, from quotation to payment

• Be responsible for providing customers with all relevant risk assessment, method statements and engineer certification as required

• Management of our engineer and Technical Support planning board

• Work closely with our Operations Manager, Technical Support and Service Engineers

• Responsibility for our internal service systems, full training will be provided

• Working closely with the Support team and providing resource when required

• To answer customer telephone queries with respect to prices, deliveries, invoice and to collate any other information required by the customer or the Sales teams

• Handling of customer stock returns / credit notes / returns to distribution centres/ consignment stock administration (where applicable)

• Liaising with our Service Engineers to ensure quarterly stock checks are processed

• Administration and promotion of our customer online ordering system

• Strive to constantly improve systems and processes – a smarter way to work

• Undertake ad hoc project work as required

• Proven experience of working in a customer service

• Excellent communication and interpersonal skills

• Strong planning and organising skills

• Ability to manage and prioritise workload

• Excellent PC skills including Microsoft Office

• Excellent telephone manner

• SAP knowledge and experience

Competencies

The following requirements are essential:

• Adaptability – ability to modify style in order to achieve results and maintain effectiveness.

• Creative Thinking – Ability to identify alternatives to current thinking. Ability to develop and implement innovative solutions to problems

• Communication – Ability to express ideas and receive and exchange information clearly

• Planning & Organising – Ability to establish and implement a systematic course of action to achieve an objective effectively and efficiently

• Teamwork – Utilising appropriate interpersonal styles and methods during group interactions

• Quality – Ability to promote, develop and maintain a culture conducive to quality throughout the organisation; and to improve its performance

• Customer Focused – Maintain clear focus on customer satisfaction; take action when needed to meet the expectations of the customer

• Integrity – Ability to maintain organisation, ethical and social values in all business activities

The following requirements are desirable:

• Business Focus – Understands and demonstrates an awareness of the link between their role and the business

• Critical Thinking – Ability to reason logically and to recognise assumptions; to evaluate options and reach sound decisions

• Impact & Influence – Ability to positively persuade, convince and impress others in order to achieve results

• Technical Knowledge – Having an understanding and an ability to use technical/professional knowledge & information, including relevant IT skill

Educational Requirements

The following requirements are essential:

• Good knowledge of Microsoft Office applications

• Good English and Maths skills

The following requirements are desirable:

• Experience of working with SAP