Service Coordinator

POSITION SUMMARY:

Liaise with customers to facilitate the timely and efficient provision of products and services and provide operational support for the Customer Care Centre including clerical and administrative responsibilities

ESSENTIAL FUNCTIONS:

Clerical:

• Initiate AirCover service due requirements and action accordingly
• Raising appropriate system requirements to implement and action AirCover and breakdown servicing
• Allocation of Air Cover jobs via the Regional Service Coordinator
• Ensure credit terms and COD requirements are met
• Assisting with incoming phone inquiries
• Establishment and maintenance of sound working relationships with customers
• Reporting potential new Air Cover clients
• Creating system requirements for new and/or updated contracts/agreements
• Maintaining a strong liaison/communication with the Regional Service Managers in regard to customer service complaints
• Run appropriate service reports and action as necessary to ensure a smooth flow of all functional requirements within the Customer Care Centre

Operations:

• Responsible for supporting and maintaining high quality customer relationships.
• Provides operational support to Regional Service Manager & Supervisor
• Provides internal & external customer support relating to enquiries and requests.

Service:

• Provides the first point of contact for Service customers
• Maintains and provides high quality phone presentation to all customers
• Provide full back-up support in the absence of the Regional Service Coordinator
• Other duties as required and agreed to achieve the highest quality service.

Quality:

• Supports Company objectives in accordance with ISO 9001 quality accreditation

Health & Safety Environment

• Ensure the working environment is safe at all times and activities conducted are safe and don't harm self or other employees
• Eliminate risks in the working environment by conducting housekeeping, conducting risk assessments and working with the line manager to eliminate or at least mitigate the hazards
• Taking a leading role in safety risk assessment and audit
• Implement procedures for safety of others through the appropriate operation of equipment before ascertaining correct procedures and usage of personal (e.g. safety glasses etc.) and technical equipment.

COMPETENCIES

• Demonstrated verbal and written communication skills.
• Demonstrated PC Skills (SAP, Lotus Notes, Excel, Word and databases).
• Ability to meet deadlines and organise work priorities.
• Demonstrate a flexible and “can do” attitude
• Able to work on agreed initiatives with minimal support.
• Prior experience in Customer Care Centre preferred but not essential.
• Demonstrated analytical skills.
• Focused on achieving agreed targets.
• Demonstrated ability to undertake research and source appropriate parts information.
• Highly developed organisational skills.
• Self-starter, able to work under time constraints, detail-oriented and ability to multi-task

Education/Training Required:

Year 12 Senior Secondary Certificate of Education

Must be proficient in Microsoft Office software

Experience in accounting, MS Outlook and SAP preferred.