Customer Service – Post Sales Coordinator, Yorkshire

Job Title – Customer Service – Post Sales Coordinator

Role Purpose:

To contribute to the success of the company through detailed, efficient, office support and professionalism internally and with customers and suppliers in line with the company business objectives. This is a detail-oriented role requiring various tasks working with all departments, requiring good judgment, organization, and the ability to remain calm and professional in all situations.

Reporting Relationships:

Operations Manager – Direct Reporting

Vice President – Indirect Reporting

Board of Directors – Indirect Reporting

Job Description

The role of Customer Service Post Sales Coordinator includes, but is not limited to, the following responsibilities:

• Coordination of new equipment installations, testing, and training resources
• Coordination of service requests for the company’s and other companies\’ equipment on client sites (both planned maintenance and emergency breakdowns)
• Coordination of spare parts to ensure availability for engineers to complete site work or delivery within the customer’s required timeframe
• Management of spare parts stock using trend reporting to forecast stock levels
• Daily coordination and planning with site engineers, balancing client needs, company needs, and engineer needs
• Compilation of RAM’s documents and issuance to engineers and clients, ensuring understanding
• Follow-up with engineers and regular meetings to assess planning effectiveness and work completion for continuous improvement
• Input and maintain Reddot, the company’s ERP system, to keep it updated with post-sales activities, completed site reports, and work closure. Use it for scheduling future service work
• Follow-up post work completion with clients to ensure satisfaction and gather feedback for continuous improvement. Aim to increase PM contracts based on quality work
• Coordinate with Accounts to ensure invoicing completion after each job
• Arrange and book the most efficient travel to minimize road time between customers, maximizing profitability and efficiency
• Book hotels, ferries, and flights for engineers using the company’s third-party travel agency
• Handle initial client calls, providing direct answers or coordinating with other departments for technical support
• Generate reports on breakdown trends, including maps of the UK/Ireland showing breakdown distribution and distinguishing between single orders, PM contracts, and warranty work
• Create cost analysis reports comparing forecasted versus actual costs to evaluate profit and overall performance, maintaining alignment with the pre-sales customer service team for profitable quotations

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