At a Glance
- Tasks: Coordinate customer service, manage work orders, and ensure timely service delivery.
- Company: Hiab, a leader in smart and sustainable load handling solutions.
- Benefits: Global opportunities, professional growth, and a chance to build your network.
- Other info: Hybrid working model with diverse tasks in a fast-paced environment.
- Why this job: Make a real impact by enhancing customer experiences and driving service adoption.
- Qualifications: Strong customer focus, teamwork skills, and ability to manage multiple priorities.
The predicted salary is between 23850 - 29150 £ per year.
Hiab is the pioneer in smart and sustainable on road load handling solutions. We believe in more than just work — we believe in making a difference for our customers to build a better tomorrow. Your mission as a Customer Service Coordinator is to optimise the service scheduling and manage 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. This position is based in Dudley, UK and is on 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.
- 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:
- Strong customer orientation and professionalism.
- Ability to work individually and as part of a team.
- Ability to manage multiple priorities and remain focused in a fast-paced environment.
- Ability to communicate the value of services to customers during service interactions.
- Collaborative way of working with cross-functional teams.
- Excellent written and verbal communication skills.
- Good level of IT skills (SAP, Salesforce) and capability to learn new systems and tools.
Our benefits include:
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.
We Are Hiab: Hiab (Nasdaq Helsinki: HIAB) is a leading provider of smart and sustainable on road load handling solutions, committed to delivering the best customer experience every day with the most engaged people and partners. As the industry pioneer, Hiab continues to make on road load handling smarter, safer and more sustainable to build a better tomorrow.
Customer Service Coordinator in Dudley employer: Cargotec Corporation
Hiab is an exceptional employer that prioritises both professional growth and a collaborative work culture. Based in Dudley, UK, the hybrid working model allows for flexibility while engaging in meaningful tasks that contribute to sustainable solutions in load handling. Employees benefit from diverse responsibilities, opportunities to enhance their skills, and a supportive environment that values proactive customer service and teamwork.
