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Customer Service Coordinator
Customer Service Coordinator – Ellesmere, Hybrid Role
Hiab is the pioneer in smart and sustainable on-road load-handling solutions. We believe in more than just work—we believe in making a difference for our customers to build a better tomorrow.
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Your mission
The Customer Service Coordinator will be responsible for optimising service scheduling and managing work orders by balancing customer requirements, technician availability, and operational constraints. You will deliver a consistently high level of proactive customer service, ensuring efficient workforce utilisation through effective planning while adapting quickly to unexpected issues.
Additionally, you will communicate the value of Hiab’s service offerings during customer interactions to drive service adoption and increase service sales.
The hybrid position is based at our site in Ellesmere (UK).
Key responsibilities
- Communicate proactively and professionally with customers to:
- Understand their needs
- Identify potential issues
- Ensure timely resolution
- Collaborate closely with internal colleagues, Hiab’s service centre/field teams, and external service partners to enable:
- Streamlined planning and delivery
- Adherence to agreed service lead times and quality standards
- Schedule and plan service activities to ensure:
- Efficient and timely service delivery
- Strong understanding of:
- Different service tasks
- Their impact on time requirements, competencies, and preparation needs
- Create, assign, monitor, and close work orders, ensuring:
- All relevant and accurate information is recorded in the system
- Manage unexpected issues and respond to emergencies by:
- Effectively prioritising and reallocating tasks/resources
- Adapting to rapidly changing situations
- Support service preparation through:
- Effective spare parts planning
- Coordination of required parts orders
- Prepare, issue, and actively follow up on quotes, estimates, and invoices for chargeable service work
- Ensure high-quality and timely customer reporting of completed service activities, collaborating with field service technicians
- Ensure timely invoicing of completed chargeable service work and support reduction of work-in-progress (WIP)
- Maintain accuracy and quality of service technician time sheet reporting
- Drive lifecycle activation to support:
- Business growth
- Customer retention
- Communication of Hiab’s service value during customer interactions
- Follow-up on lifecycle opportunities
- Promotion and offering of Hiab ProCare solutions
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What we are looking for
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- Relevant commercial or technical education
- Demonstrable experience in:
- Providing excellent customer service
- Prioritising and adapting planning based on changing situations
- Experience with:
- Working in SAP and/or Salesforce systems (preferable)
- Managing multiple priorities in a fast-paced environment
- Ability to:
- Communicate the value of services to customers during interactions
- Work collaboratively with cross-functional teams
What we offer
We provide you with the opportunity to thrive in a global organisation, challenged by:
- Interesting, diverse, and meaningful tasks
- Professional development and growth
You'll gain insights into:
- Worldwide supply chains
- Opportunity to build your corporate network
Ready to apply?
If this opportunity excites you, please submit your CV in English today!
About Hiab
Hiab (Nasdaq Helsinki: HIAB) is a leading provider of smart and sustainable on-road load-handling solutions, committed to delivering the best customer experience every day with the most engaged people and partners.
As the industry pioneer, Hiab continues to make on-road load-handling solutions smarter, safer and more sustainable, helping to build a better tomorrow.
Website: www.hiabgroup.com
#WeAreHiab
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