At a Glance
- Tasks: Optimise service scheduling and manage work orders while delivering top-notch customer service.
- Company: Join Hiab, a leader in smart and sustainable load handling solutions.
- Benefits: Hybrid working model, professional growth opportunities, and a chance to make a difference.
- Other info: Dynamic role with diverse tasks and a chance to build your corporate network.
- Why this job: Be part of a global team that values innovation and customer satisfaction.
- Qualifications: Experience in customer service and familiarity with SAP or Salesforce preferred.
The predicted salary is between 25000 - 30000 £ 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 Customer Service Coordinator will be responsible for optimising the service scheduling and managing 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. The position is based on our site in Ellesmere with 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.
- Ensure accuracy and quality of service technician time sheet reporting.
- 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
- Relevant commercial or technical education.
- Demonstrable experience of providing excellent customer service, prioritising and adapting planning based on changing situations.
- Experience in working with SAP and/or Salesforce systems is preferable.
- 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.
What We Offer
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.
Customer Service Coordinator in Ellesmere employer: Hiab
Hiab is an exceptional employer that prioritises employee growth and development within a dynamic and supportive 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. With a commitment to professional development and a collaborative environment, Hiab offers its employees the chance to make a real difference in the industry while building valuable networks.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Coordinator in Ellesmere
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Hiab. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Hiab before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Coordinator in Ellesmere
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Hiab:Your cover letter is your chance to shine! Tell us why you want to work at Hiab specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Hiab!
How to prepare for a job interview at Hiab
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
