Service & Warranty Co-ordinator

Job Description

Job Role: Service & Warranty Co-ordinatorLocation:Exeter (office based role)Salary:£22,500 p.aContract Type: Permanent8.30am to 5.00pm Monday to FridayReporting directly to the Team Leader, this role will require efficient route planning of service engineers for the timely and efficient completion of warranty and charge visits. This is varied and rewarding role working within a great team.JOB DESCRIPTION

• Receive telephone calls from customers, dealers and engineers, ensuring all calls are dealt with promptly and in a friendly and professional manner.

• Log customer issues onto our Customer Relationship Management (CRM) - SalesLogix system, detailing all communication to the customers. Where required amend details to ensure records are kept up to date and accurate at all times.

• Respond to email enquiries from customers, ensuring they are dealt with in a timely and professional manner.

• Develop a rapport with our engineer network and build relationships with the immediate team, internal departments and customers.

• Assist in planning efficient routes for the company’s 10 company employed engineers covering callouts, informing relevant other departments within the heating group of the calls to be attended on a weekly basis.

• Review parts requirements and co-ordinate despatch for all engineer requests on a daily basis to ensure appliances are able to be repaired in the minimum amount of time and number of visits possible.

• Call all customers on the engineers planned routes to book appointments on a weekly basis, manage cancellations and the communication of our booking terms and conditions.

• Collate details and order spare parts to be given to 3rd party engineers to supplement our engineer’s capacity where required.

• Review and/or input engineer reports to our databases on a daily basis, passing any relevant information to the concerned departments.

• Raise invoices for all chargeable visits on a weekly basis or in advance during a phone call when booking out of warranty visits or unpaid charge work.

• Support the Engineers by answering queries relating to customer details, inputting or orders for van stock and doing stock requisitions and providing access to instruction manuals and other office based technical information and resources.

PERSONAL SPECIFICATION

• Possess excellent communication skills, to communicate complex product information, clearly and concisely
• Ability to listen and extract information from customers and other departments.

• Self motivated with excellent organisational skills and the ability to multitask effectively.

• Enthusiasm to learn new skills and ability to grasp large amounts of product information.

• Be computer literate, and familiar with Microsoft Office packages. A previous knowledge of any Customer Relationship Management (CRM) system is desirable.

• Ability to accurately input data and maintain attention to detail, even when under pressure.

• Ability to react to unforeseen situations and proactively suggest and facilitate those solutions.

• Ability to extract accurate information from computer systems re stock levels, availability, component diagrams and spare parts lists.

• Possess a flair for developing and maintaining good client relations.

Benefits:24 days holiday, increasing to 27 days based on yearly service, plus bank holidays.Pension SchemeLife AssuranceFree ParkingFor more information contact