We are recruiting a Service Scheduler to work for a fast-paced manufacturing company based in Stourbridge. The role of the Service Scheduler is to ensure efficient processing of all service-related tasks and managing them from initial contact to completion.
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The main duties will be:
Ensure all service requests received are entered on the system and then manage the process from start to completion
Answer customer calls within the defined time scale, effective call handling to ensure customer requirements are understood and actions fulfilled
Respond quickly and professionally to customer needs, taking ownership of all issues until customer is satisfied with the resolution
Ensure key results are achieved in order to meet targets and goals set by Business Group
Maintain good customer relations by presenting a professional, efficient and helpful service.
Responsible for the engineer communication in relation to scheduled service activities
Liaise with other departments such as spares, logistics, technical and sales as required.
Supporting in the KPI measures set by the business in terms of achieving the results expected and supporting issues impacting on performance
Build relationships with key customers and have an understanding of external relationships to be able to advise on their agreed pricing and contract structure to ensure satisfaction of the departments / company's service objectives.
Product awareness to be confident in answering customer questions.
Assist customers with invoices and warranty return processes
The ideal candidate will have the following skills:
Ability to communicate with customers at all levels
Strong negotiation skills
Good IT literacy and ability to use most standard Microsoft packages
Ability to co-ordinate multiple tasks simultaneously and work to deadlines
Strong record keeping and analytical skills
Well organised and the ability to work under pressure
In return we will provide full product training and the opportunity to progress
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