Customer Service Coordinator

 In
About Company
Mulmar
Hatfield
Inspiration House, 152 Great North Road, Hatfield, Hertfordshire, AL9 5JN
Job Info
Job Status: Open
No of Vacancies: 1
Date Posted: 25th January 2019
Expiry Date: February 22, 2019
Job Type: Full Time
Job Level: Entry level
Years of Experience: 1
Salary Info
Salary Type: Negotiable
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    Mulmar Foodservice Solutions, a market leading supplier of commercial catering equipment are recruiting. Based in Hatfield, Hertfordshire, Mulmar has built a strong reputation for providing quality foodservice solutions to a wide cross section of market-leading catering and retail customers. Specialists in the supply and maintenance of espresso coffee machinery, we retain some of the world's finest manufacturers in our portfolio.

Key duties and Responsibilities:

  • Plan and allocate customer reactive callouts to team of regional Field Engineers.
  • Co-ordination of machine installation/PM activities and exchange logistics with appropriate departments.
  • At all times striving to meet customer contracted Service Level Agreements
  • Prioritising, scheduling and recording service engineer activities.
  • Logging these requests into the Siclops Service Management System, ensuring that call details are accurate and reflective of call type.
  • Maintain Call monitors
  • Asset management
  • Database management and cleansing
  • Generation of reports
  • Monitoring and chasing requested information and keeping customers, service team, sales team and other relevant people informed as appropriate.
  • Check any missed calls from previous day.
  • Escalating emerging major issues to Customer Service Supervisor and/or Service Manager.
  • Interrogate the caller as required to diagnose the fault and to assist with a telephone fix as required.
  • Ensuring the Service Desk telephones are promptly answered during all working hours.
  • Receiving incoming enquiries from customers via telephone, fax, email and letter.
  • Directly answering customer enquiries, or assigning these requests to the relevant personnel who can answer, tracking the response back to the customer to ensure 100% customer satisfaction.

Knowledge and Experience:

  • Strong administration and coordination skills
  • Computer literate, preferably with experience in MS Office including Email, Outlook, Word and Excel
  • Good attention to detail and excellent time management skills
  • Excellent telephone manner and confident when dealing with customers
  • Able to work efficiently and accurately in a pressurised environment
  • Able to follow processes and work to strict timescales
  • A history in either logistics, courier services or similar maintenance services would be advantageous but not essential
  • A good general knowledge of geographical locations within the UK is required for this role in order to gain the most efficiency in your team
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