Job Overview:
Reporting to the General Manager and supporting the sales and service team, this role involves coordination’s of customer services and meeting the service levels to create a seamless experience and provide passionate customer orientation. The service coordinator will organize, distributes, and verify the work / assignments of service engineers. The service coordinator handle orders and logistics of spare parts, accessories and equipment as well as managing and maintaining orders and service reports in CRM system for future references.
Job Responsibilities:
Scheduling service jobs-equipment
· Plan & schedule local & onsite overseas service activities for ZRSG.
· Plan calibration equipment scheduling, loaning, shipping for onsite local-regional service jobs.
· Organize recalibration-repair of calibration equipment inclusive of quote, order, shipping.
· PULSE service workflow implementation for service activities closure, revisits, reschedule etc.
Quote service jobs & contract
· Manage service contracts with timely renewal before expiry of existing contract.
· Create end user quote service & simple opportunities in close coordination with After-sales V1.
· Create quotes for service jobs (local/ regional) for calibration, onetime jobs, relocation etc.
Order processing
· Prepare & process after-sales orders including parts & accessories with production division.
· Verify order confirmation & coordinate with producing division on customer delivery timeline.
· Create ZOHO orders for after-sales orders as well as service labor (onetime/ contract) jobs.
· Documenting aftersales orders in Digital dossier files (SharePoint) for future reference.
Shipment & logistics
· Facilitate shipment of parts & accessory orders in liaison with customer & partners.
· Prepare invoices & shipping documents (packing list, cert. of origin, Airwaybill etc.)
· Organize warranty parts & shipment as well as returning faulty parts to Production Division.
· Regular verification of shipping invoices of courier/freight forwarder for onward processing.
Coordinate with customers for payment as well as AR, debit & credit notes as applicable.
Education, Experience & Requirements:
Education
· Diploma or Degree holder preferably in Customer Relationship Management.
Experience
· Prefer 5-8 years of customer service experience in capital goods industry.
· Salary commensurate with relevant working experience
Requirements
· Aftersales customer service skills
· Excellent organizational skills.
· Good knowledge of Microsoft office & CRM.
· Good communication & interpersonal skills.
· Proficiency in English
