Customer Support Coordinator (Germany)

Main Purpose of the role

To provide first line support to Ishida Aftersales customer’s, proactive Engineer deployment, processing of customer orders, invoices and enquiries.

Manage and process all ERP service processes and service documentation.

• Primary Responsibilities
• German service team coordination
• Customer focused task management Zendesk & ERP
• Enquiries
• Answer incoming customer enquiries via Zendesk tickets, emails and phone calls
• ERP Tasks
• Raise professional quotations based on job requirements
• Convert quotations into order on receipt of purchase order
• Engineer schedules to be kept up to date
• Schedule installation & Commissioning jobs for central engineers
• Service order processing including labour and parts
• PO numbers to be in place for all chargeable jobs
• Ensure all jobs have correct numbers allocated prior to release
• Service order validation prior to releasing activities to the engineer
• Process all work reports, engineer hours and invoicing within agreed time limits.
• Ensure service orders are processed to closure in a timely manner
• Invoice in a timely manner
• Process follow up work, quotations, orders and schedules
• Manage service contract schedule and parts
• Arrange travel for engineers as and when required
• Raise and receipt purchase orders when required
• Secondary Responsibilities
• Service team coordination support for other regions.
• Support warranty to help cover workload increase, sickness and holidays
• Support product lifecycle if requested
• Assist/organise departmental meetings/events if requested

What skills are we looking for?

To be successful in the role, you must be able to demonstrate high levels of accuracy and attention to detail, demonstrate experience in coordination or similar role, have experience with ERP systems for order processing, invoicing and issuing credits and have experience of using ticketing systems for managing customer enquiries.

You will be a good team player, able to work to tight deadline's, have good prioritisation skills and have excellent customer service skills and experience.