The Senior Customer Care Service Coordinator will be a customer advocate and provide a world class level of customer support to internal and external customers of Smiths Detection. This role is the catalyst to providing customers with First Call Resolution to their inquiry. This person assumes responsibility as the first human interface with the customer for incoming calls to Smiths Detection Service. The Service Coordinator will also be responsible for various functions as it relates to creating service requests, service orders, parts orders, RMA’s, processing of field service reports, reconciling inventory and processing of consumable orders. As such, a high degree of patience, professionalism, organizational knowledge and people skills are necessary. The Service Coordinator dispatches, coordinates, monitors and improves field service activities for domestic and international customers. Provides support and guidance to field service personnel who perform on-site routine services including installation, maintenance, and repair around the globe. Ensures field services are effective, and customers’ requirements are consistently met. This individual will also service as a mentor, trainer and informal team leader for other customer care service coordinators within the call center. The Senior Customer Care Service Coordinator is a subject matter expert in all current call center processes and procedures. This is an 11am - 7pm work schedule Monday through Friday.
Essential functions:
Provides courteous, accurate and timely responses to requests for information. Identifies issues, concerns and/or complaints from customers and either personally manages the issue or redirects the customer to the appropriate internal support group. Opens all service events within the Service Management System (SMS), responding to order processing inquiries, offering a knowledge-based resolution or directing the caller to the appropriate technical or administrative team. Must be able to handle stressful situations and possesses excellent customer relations skills. This position requires having the ability to positively relate and communicate with our customers, vendors, co-workers, service technicians, sales personnel and managers. Service Coordinator must present professionalism both in appearance, verbal/written communication and demeanor. Has excellent written and oral communication skills and works well in a team-oriented environment. Shift work and overtime outside the normal workday is required.
SPECIFIC DUTIES, ACTIVITIES AND RESPONSIBILITIES INCLUDE BUT ARE NOT LIMITED TO:
Supervises: Limited supervision of other Customer Care Service Coordinators when acting as informal team leader.
Smiths Group
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