Service Coordinator

About Mettler Toledo

METTLER TOLEDO is a global leader in precision instruments and services. We are renowned for innovation and quality across laboratory, process analytics, industrial, product inspection, and retailing applications. Our sales and service network is one of the most extensive in the industry. Our products are sold in more than 140 countries, and we have a direct presence in approximately 40 countries.

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METTLER TOLEDO is looking for a Service Coordinator to join our Service team in Leicester. As a vital link between our customers and our technical teams, you will ensure the seamless delivery of service and support that our clients depend on.

In this position, you will be the first point of contact for our customers, handling a variety of queries via phone and email. You will be responsible for the end-to-end coordination of service orders, from initial triage to final scheduling.

• Customer Support:
  Handle inbound calls and emails professionally, providing estimates and lead times for site visits, depot orders, and parts.
• Order Management:
  Progress service quotes into orders and distribute them as tasks to relevant schedulers.
  
  Data Integrity:
  Ensure all purchase orders (POs) and customer details are accurate and up-to-date within our systems.
• First Line Triage:
  Raise customer requests, identify the appropriate technician, and keep the customer fully briefed throughout the process.
• Proactive Communication:
  Provide regular feedback to customers regarding service order status and spare part deliveries.
• Depot Co-ordination:
  Handle depot queries, raise returns, and provide timely updates on depot order status.
• System Maintenance:
  Maintain service management systems, ensuring orders are in the correct status with up-to-date notes.
• Scheduling:
  Upon confirmation from the customer, proactively confirm scheduling in Salesforce and update the relevant scheduler

• Solid experience in customer service within a customer facing environment.
• Knowledge of Salesforce & SAP CRM is preferred.
• Good verbal and written communication skills
• Taking ownership, use of initiative and being proactive

• Strong work-life balance with 25 days’ annual leave plus Bank Holidays, increasing to 29 days.
• Option to buy or sell up to 5 additional leave days.
• Employee health and wellbeing focus, including BUPA healthcare and Employee Assistance Program.
• Trustee-based pension scheme and life assurance at four times salary.
• Fun, inclusive culture with team-building and charity events.
• Family-friendly policies and flexible patterns.
• Culture fostering creativity, autonomy, and success.
• Commitment to learning and career progression.

We promote equal opportunity worldwide and value diversity in our global workforce, which reflects the diversity in the many countries in which we operate internationally. Our commitment to Equal Opportunity and Diversity begins with our recruitment and selection process. We will ensure that individuals with disabilities are provided reasonable adjustments to participate in the job application or interview process. If you consider yourself to have a disability or learning difficulty which means you are unable to complete the application process online, please get in touch by email to [1]  so that we can make alternative arrangements for you.

For more information on our commitment to Sustainability, Diversity and Equal Opportunity please visit us [2] here.

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