Position Overview
It’s all about our customers. The purpose of this position is to develop and maintain positive customer relations and coordinate with various functions within the company to ensure customer requests are handled appropriately and in a timely manner. The Service Coordinator is expected to be team-oriented and possess strong communication, computer and problem-solving skills. Responsibilities include handling all customer service and parts requests that are received through both telephone and email.
Roles and Responsibilities:
Customer Care
- Manage and process customer Enquires, quotes and spare parts orders.
- Create cases and work orders for all Field Service Representative (FSE) work.
- Initiate follow-up calls with FSEs and customers for any work order discrepancies.
- Coordinate Customer service visits and liaise with the customers and FSE on (service visits, new projects, upgrades, other service-related visits).
- Process and submit estimates (quotes) to customers for all service work as required.
- Support Field Service Engineer – Team Lead in managing resource utilization and capacity planning.
Parts Support
- Timely response to quotations, technical enquiries, and requests for information.
- Expedite customer orders to ensure on time delivery and customer satisfaction.
- Ordering stock for customer spare parts orders, with internal and external suppliers, manage receipting into system.
- Picking and packing and arrange shipping of spare parts orders.
- Create work orders for service requests ensure we have purchase orders for all service visits.
- Create RMA and manage return process for warranty and repair orders, including external supplier repairs.
Administration & Organisation
- Complete administrative tasks in an accurate and timely manner.
- Observe and comply with Tomra’s code of conduct.
- Positively and actively support effective communication, encourage, and provide constructive feedback.
- Support the overall organisational vision, values, and culture.
- Provide weekly report of assigned KPI /SLA metrics.
- Work with other departments within Tomra to facilitate on-time delivery and customer satisfaction.
- Daily review of open work orders on regional dashboard.
- Book business travel arrangements for FSEs and other Tomra employees as required.
- Follow-up on maintenance contracts that are expiring within 90 days of renewal.
Safety and Quality
- Promote a “Safety first” culture throughout the company, our customers, and our industry.
- Ensure adherence to safety and quality across all facets of our operation and customer delivery
- Ensure the team works within agreed operating models, and ensure all decisions are made within agreed authority limits.
- Ensure compliance with agreed processes / procedures, controls and address quality and assurance outcomes as required
- Identify, implement and embed any Excellence initiatives to improve quality, performance and efficiency of the team to facilitate outstanding customer experience
