Service & Warranty Coordinator - Exeter, United Kingdom - Reed Business Support

Reed Business Support
Reed Business Support
Verified Company
Exeter, United Kingdom

1 month ago

Tom O´Connor

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Tom O´Connor

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Description

Reporting directly to the Team Leader and working with a team of four, this role will require efficient route planning of up to five company employed engineers for the timely and efficient completion of warranty and charge visits.


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 the _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.
  • Develop a rapport with the 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 calls, informing relevant other departments within the heating group of the calls to be attended on a weekly basis.
  • Review parts requirements and coordinate 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 the booking terms and conditions.
  • Collate details and order spare parts to be given to 3rd party engineers to supplement the engineer's capacity where required.
  • Review and/or input engineer reports to the 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.
Monday - Friday 08.30am - 5.00pm
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