Customer Service and Support Coordinator

Location(s): Towcester

Modes of Employment: Full-time

Task Area: Back office

The Customer Service & Support Coordinator is the heart of the support function, located centrally in our Pury Hill Office, Towcester.

Reporting to the Central Support Manager you will be the direct point of contact to allocated customers, internal stakeholders, sites and Service Engineers nationwide, responsible for providing unrivalled customer service, liaising daily with our international competence centres who form part of the group.

- Extensive query management from customers and stakeholders nationwide.

- Service Help Desk for a variety of stakeholders

- Account Management on behalf of the Account Managers

- Finance processing working closely with the Finance Department

- To provide dedicated Customer Service & Support to specific customers and engineering staff

- Help and support with ordering parts (taking ownership of the process) and where appropriate sourcing products from other suppliers than the competence centre, creating the quotation, placing the orders, notifying/ liaising with customer about delivery

- Invoice the customer and approve the purchase invoice for payment including processing credits.

- Help and support the CSS project team

- Negotiating alternative solutions regarding spare parts provisions

- Financial responsibility – Credit requests, Invoice Matching, Budget monitoring, ID recharges

- Monthly Billing of all Service Contracts, ensuring all services delivered are charged for

- Gate Keeper of processes, ensuring processes are followed, adhered to

- Processing Timesheets and booking engineer time to Jobs

- Contacting Customers and requesting monetary cover for extra services required (Hotline tickets)

- CSS Project Administration, invoice matching, budget monitoring

- Chase manufacturer/supplier for pricing, delivery, warranty detail, or query information

- Takes ownership of all the processes and actions each job finding and negotiating solutions with the customers & competence centre.

- Processing high volumes of orders, including receipting orders and invoicing customers

- Prepare reports in excel as required. These could include reports on site activity, system availability, engineering performance and costs

- Deal with requests for 3rd party contractors to visit sites, arrange and facilitate these visits ensuring all procedures are followed

- Ensure all correspondence: emails, letters, phone calls, are dealt with in a timely fashion

You will need a level 3 business related qualification coupled with extensive customer service experience as well as intermediate or above MS Office skills.

If you are interested in this position please send your CV with a covering letter.


Contact Person

Rebecca Davis Recruitment Executive Phone No.: Phone +44 1327 811837 | Mobile +44 7468 861604 Mail: