Service Coordinator
6 months ago
Kardex India Pvt Ltd is seeking a motivated self-starter to join our India Life Cycle Service (LCS) Team in the role of Service Coordinator to be based in Bangalore.
Act as a Level 1 customer support: schedule and dispatch workers, work crews, equipment, to appropriate locations according to customer requests, specifications, or needs. Communicate with Level 2 customer support - Field Technicians and Software Support Specialists.
Business Order Administration & Customer Service work focuses on optimizing and monitoring processes related to customer order processing, shipping, and returns.
Ihre Aufgaben
RESPONSIBILITIES
Handle all phone calls from dedicated Customer Support Phone Number (Level 1 Support)
- Phone support - Basic phone support for the Kardex products
Creating service calls in the ERP/CRM C4 system and FSM.
- Responsible for all service calls from they are created until they are closed.
- Update CRM/ERP with customer data at every touch point with customer, such as E-mail, name and Phone numbers.
Schedule and dispatch:
- Define priority, schedule and coordinate all maintenances/repairs according to all service contracts.
- Own workers, work crews, equipment to appropriate locations according to customer requests, specifications, or needs.
- Raise and coordinate support calls for Level 2 Software Support
- Third party service providers
Coordinating the technicians - Following procedures for allocating installations, shows and exhibitions etc.
Communication
- Perform high level communication with customer, inform customer on the progress of support and assigned support resources (Level 2 Support)
- Keep all involved stakeholders updated on progress and status on current service cases.
- Handle information to/from technicians, key-technicians, managers etc.
- Pass information for invoicing to responsible colleagues
First point of escalation
- Follow the written escalation-procedure.
Others:
- Back up for LCS Director and Helpdesk when needed.
- DSR of Kardex and Subcontractor
- Weekly DSR Reports to Director
- Monthly DSR reports to FSM and Technicians
- Feedback from Customers on Weekly basis
**REQUIREMENTS**:
- Any Bachelor Degree (Relevant experience can compensate a lack of education)
- Experience with Customers’ calls handling.
- Computer knowledge having exposure to Excel.
- Working Knowledge on SAP could be added advantage.
- Familiar with cross functional support
- Excellent communication skills
- Customer oriented
- Socially presentable
- Confident, strong assertive team player
- Good interpersonal skills
- Ambitious and looking for growth.
- Methodological skills
- Knowledge of MS Windows operating systems (Services, user rights)
- Cost-conscious thinking and creativity
- Proficiency in English and Hindi
- Local language proficiency
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