Service and Parts Coordinator, HELPLINE

Service and Parts Coordinator

An excellent opportunity for a Service and Parts Coordinator to join a well-established company based in Birtley, Gateshead.

Job Type: Full-Time, Permanent

Location: Gateshead

Salary: Competitive Salary, Depending on Experience

Reports to: Lead Service Engineer

The Service and Parts Coordinator plays a critical role in ensuring the smooth operation of the service department by coordinating service activities, managing parts quotations, ordering and delivery, and acting as a key liaison between technicians, suppliers, and customers. This position requires strong organisational skills, attention to detail, and excellent communication to support timely, efficient service delivery. He/She will also be responsible for supporting the management, performance, and continued growth of the company's digital sales platforms.

• Manage end-to-end parts coordination, including pricing support, quoting, ordering, delivery, returns, cost control, and the preparation and processing of related documentation such as purchase orders, invoices, credits, delivery notes and quality documentation
• Handle service and parts warranty claims, including submission, tracking, and resolution with suppliers and internal teams
• Monitor on-time delivery of parts and inventory to support service operations.
• Manage online parts orders across company website, customer portals, including order entry, verification, fulfilment coordination, shipping, and post-sale support.
• Assist in the management and growth of service contracts
• Monitor overdue appointments through the customer portal and efficiently schedule, coordinate, and manage service appointments, work orders, and technician assignments.
• Maintain accurate and up-to-date customer portal data following onsite visits and internal engineering activities
• Manage and maintain the supplier base, including supplier relationships, pricing negotiations, shipment tracking, discrepancy resolution, and processing returns or warranty parts
• Manage inventory control processes within the ERP system, including product setup, stock monitoring, replenishment, and inventory reconciliation
• Organise and coordinate domestic (UK) and international shipments, ensuring timely delivery and compliance with relevant logistics requirements
• Collect and review technician timesheets and calculate service costs for customer billing and reporting
• Ensure compliance with company policies, safety standards, and quality procedures related to parts handling and storage
• Support the continuous improvement of online sales, parts supply, and service coordination processes.
• Ensure quality standards are consistently met to deliver the highest level of service to customers.
• Embrace and support company values.

• High school diploma or equivalent (associate's degree or technical training preferred)
• 2+ years of experience in a service coordination, parts, logistics, or related role
• Strong organisational and multitasking abilities
• Excellent verbal and written communication skills
• Proficiency with inventory management systems, ERP software, or service management tools
• Familiarity with basic digital marketing concepts, including online promotions, email communications, and customer engagement tools
• Customer-focused mindset with strong problem-solving skills
• Ability to work effectively in a fast-paced, deadline-driven environment
• Attention to detail and accuracy in documentation and inventory control
• Collaborative team player with the ability to work independently
• Basic mechanical or technical understanding

• 60-80% percentage of quotes converted into confirmed orders
• Time to respond to portal messages < 24 hours (same business day ideal)
• Total revenue generated through digital online channels +20% Year on Year
• Service online portal data accuracy
• % of service jobs with all required parts available before scheduled start (Target: >= 98%)

If you feel that you have the relative skills/attributes to fulfil this role then please apply now!

The employer fully supports Equality in Employment. All employment is decided based on qualifications, merit and business need.