The Customer Service Coordinator serves as the central point of contact for our customers in the After-Sales Service organization. This role ensures smooth case handling by coordinating all necessary actions from the initial customer contact to case closure. You will play a critical role in delivering a seamless experience, ensuring customer satisfaction and operational excellence.
Key Responsibilities:
Customer Interaction & Case Management
- Act as the primary point of contact for customers.
- Receive and log customer calls and service requests in the ERP system.
- Provide clear, proactive updates to customers and resolve inquiries promptly.
- Ensure timely escalation to the Technical Support team.
Service Coordination
- Prepare service quotations for spare parts, service visits and training.
- Process customer orders and monitor progress through to invoicing.
- Organize and track return shipments, ensuring proper documentation.
Cross-Functional Collaboration
- Liaise with internal teams ( Field Service Engineers, Tech Support, Planning, Logistics, Supply Chain, Finance) to ensure smooth execution of service activities.
Process Compliance & Administration
- Maintain accurate records and documentation in line with internal processes.
- Ensure adherence to company policies and service standards.
- Support continuous improvement initiatives within customer service department