Customer Service Coordinator

Job Title: Customer Service Coordinator\\n\\nReports To: Customer Service Manager\\n\\nJob Type: Full-Time\\n\\nAbout Us: Franke Coffee Systems UK Ltd. is a leading company in coffee machine industry committed to excellence and innovation. Together with our trade partners, we are committed to delivering premium best-in-class in-cup-quality, consistency and beverage variety, as well as ensuring an outstanding customer experience through constant innovation.\\n\\nJob Summary:\\n\\nThe Customer Service Coordinator is responsible for managing the inbox and liaising with customers, account managers, service providers, and other departments.

This role demands strong organizational skills, excellent communication abilities, and the flexibility to thrive in a dynamic work environment.\\n\\nProvide support to customers and manage portal access. Assist with the planning, and completion of various projects within the organization. Coordinating with cross-functional teams within the organisation, to ensure standard operating procedures throughout the business.\\n\\nKey Responsibilities:\\n\\nEmail Management: Monitor, prioritise, and respond to incoming customer emails and portal tickets, ensuring smooth handovers to relevant teams within 2 hours\\nCustomer Liaison: Act as the first line of contact to customer queries: filtering, documenting and escalating technical issues\\nTeam support: Liaise effectively with internal departments, service providers and account managers to deliver timely and accurate updates\\nAdministrative duties: Maintain accurate records in SAP, generate and distribute reports and handle documentation as required\\nCross-departmental Support: Assist the Planning department during peak periods with order processing and related task.

Collaborate with other teams and support administrative tasks to ensure overall efficiency. Address any issues or discrepancies related to machines or customers.\\nPhone Management: Answer calls within 3 rings and handle the nature of the call accordingly.\\nTroubleshooting: Resolve calls using videos, documents, advice from engineers and troubleshooting sessions. Log and close calls as fixed over the phone to track remote resolutions.

Seek insights on IOT for potential issues.\\nCredit Requests: investigate all credit requests and provide recommendations to the Head of Customer Service with full reasons. Inform customers of the decision once confirmed\\nPPM: Assist customers with pre planned maintenance work\\nContract: Support customers with contract queries\\nOptimising AI systems: Implementing algorithms to enhance the efficiency and accuracy of AI models\\nStaying updated with AI: Keeping up with advancements in AI and integrating innovative solutions into existing systems\\nDeveloping AI Solutions: Creating machine learning models and AI algorithms to solve business problems\\nIOT Support: Utilise IOT to support customers with preventative services and maintain operational machines\\nRequirements:\\n\\nExceptional organisational and time-management skills.\\nStrong communication and interpersonal abilities.\\nProficiency in Microsoft Office Suite (Word, Excel, Outlook) and scheduling software.\\nAbility to multitask and adapt to changing priorities in a fast-paced environment.\\nAttention to detail and problem-solving skills.\\nProactive: Ability to anticipate needs and take initiative.\\nTeam Player: Works well with others and supports team objectives.\\nCustomer-Focused: Prioritises customer satisfaction and ensures high-quality service.\\nFlexible: Willing to step into different roles and take on additional responsibilities as needed.\\nWhy Join Us:\\n\\nOpportunity to work in a collaborative and innovative environment.\\nProfessional growth and development opportunities.\\nCompetitive salary and benefits package.\\nBe part of a company committed to excellence and innovation.\\n25 days of holidays\\nPrivate Healthcare for you, with the option to add partner and children\\nLife Insurance\\nIncome Protection\\nCycle to Work Scheme\\nEV Car – Salary Sacrifice scheme\\nREF-(Apply online only)