Customer Service Coordinator

SUMMARY:

The Service Coordinator plays a pivotal role in ensuring the smooth operation of our service department. This position involves managing a team of 8 Service Technicians located in Durban, Gqeberha, and Cape Town. The successful candidate will possess excellent communication skills, as they will be responsible for engaging with customers and coor...

POSITION INFO:

The Service Coordinator plays a pivotal role in ensuring the smooth operation of our service department. This position involves managing a team of 8 Service Technicians located in Durban, Gqeberha, and Cape Town. The successful candidate will possess excellent communication skills, as they will be responsible for engaging with customers and coordinating repairs.

• Receive service jobs from clients and allocate them to the Service Technicians.
• Utilise the ERP system, 4Flow, to manage service requests and track technician assignments.
• Generate and maintain service reports to document completed work and provide insights for improvement.
• Proactively plan and schedule upcoming maintenance tasks on machines, allocating them to Service Technicians as needed.
• Liaise with customers to provide updates on service progress and ensure satisfaction with completed repairs.
• Collaborate with the Sales Team to coordinate equipment installations and commissioning activities.
• Ensure adherence to safety protocols and quality standards in all service activities.
• Act as a point of contact for any service-related inquiries or escalations.

• Bachelor's degree in Engineering, Business Administration, or related field preferred.
• Prior experience in a service coordination or similar role is advantageous.
• Proficiency in using ERP systems, particularly 4Flow, is highly desirable.
• Strong communication and interpersonal skills, with the ability to interact effectively with both internal teams and external clients.
• Excellent organizational and multitasking abilities, with a keen attention to detail.
• Problem-solving skills and the ability to make decisions under pressure.
• Knowledge of machinery maintenance practices and technical terminology is a plus.
• Occasional travelling required