Customer Services Co-ordinator

Customer Services Co-ordinator

Location:

Hatfield based, AL9 5JN

Contract:

Full time, Permanent

Salary: £29,000 + DOE

We are Mulmar, we are growing and we want you! With more than 30 years’ experience and over 140 employees throughout the UK and Ireland, Mulmar is a leader in the supply and maintenance of some of the world’s finest espresso coffee machines in offices, high street coffee shops, restaurants, airports, hotels and food retailers.

• Receive incoming enquiries from customers via telephone, fax, email and letter.
• Respond to customer service calls: diagnose faults and assist with a telephone fixes where possible, respond directly to customer enquiries, or assign requests to the relevant personnel who can answer, track responses back to the customer to ensure 100% customer satisfaction.
• Plan and allocate customer reactive callouts to regional Field Engineers.
• Log service requests into the Siclops Service Management System, ensuring that call details are accurate and reflective of call type:
  Maintain Call monitors, Asset management, Database management and cleansing, Generation of reports
• Prioritise, schedule and record service engineer activities.
• Monitor and follow up requested information – liaise with customers, service team, sales team and other relevant people informed as necessary.
• Escalate emerging major issues to Customer Service Supervisor and/or Service Manager.
• Ensure Service Desk telephones are promptly answered during working hours.
• Check missed calls from previous day.
• Ensure services meet customer contracted Service Level Agreements (SLAs).

• Experience in customer services environment working to timescales essential.
• Experience of service support in maintenance services, logistics or courier services advantageous but not essential.
• Computer literate, preferably with experience in MS Office including Outlook, Word and Excel
• Experience in the use of customer databases advantageous.
• Good general knowledge of geographical locations within the UK.

• Attention to detail. Is thorough when performing work and conscientious about detail.
• Customer service skills. Work with customers to assess their needs, provide information, resolve problems with an ability to resolve conflicts or disagreements in a constructive manner.
• Communication skills. Be able to express information to customers clearly and concisely, listens to others, understands non-verbal cues and responds appropriately.
• Flexibility. Open to change; adapt behaviour or work methods in response to changing conditions, equipment and customer requirements.
• Integrity/Honesty. Displays high standards of conduct and is trustworthy.
• Interpersonal skills. Shows understanding, friendliness, courtesy and politeness to others; able to develop and maintain effective relationships with others.
• Resilience. Able to manage pressure, remains optimistic and persistent.

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