Hugo Technology Limited
Customer Service Coordinator
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ROLE PROFILE
Role Title: Customer Service Coordinator
Location: Bromsgrove
Reports to: Customer Service Team Leader
About the company:
Hugo Technology operates in the healthcare sector, offering a comprehensive service specialising in maintaining, calibrating and repairing medical equipment to Original Equipment Manufacturers’ specifications. Based in Bromsgrove, Hugo offers a national service both through its local workshops and a network of employed field service engineers and has turnover of approximately £6m.
Hugo is owned by Asker Healthcare Group, a leading player in the European Healthcare market supplying products and services across a wide range of countries and markets. The Asker group has 4,000 employees in 17 countries and revenues amounting to SEK 15 billion.
Role Purpose:
To provide administration and planning support within the Customer Service Centre in order to meet or exceed Business and Customer requirements. Ensuring paperwork and database accuracy whilst following documented procedures and agreed scope of work. This position is responsible to the Customer Service Team Leader for direction and support.
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Main Accountabilities:
- Planning, booking and scheduling of jobs for Field Service Engineers and Back to Base Engineers as required.
- Liaise with team members, Field Service Engineers and all internal Departments as required.
- Ensuring incoming calls are answered and managing outbound calls to Customers and engineers.
- Dealing with Customer queries and requests.
- Booking travel & accommodation requirements for engineers.
- General administration tasks within the department.
- Use of customers’ software and in-house system to align both platforms.
- To use Odoo within the Department and ensure that jobs are updated as required.
- Invoicing of jobs, where required, in the Department.
- Adhere to correct work processes within the Department.
- Any other activity as agreed by the Customer Service Team Leader.
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Key Personal attributes:
- Dedicated to delivering high levels of service to customers
- Reliable, dependable and hard working
- Good team player
- Good communication skills – both written and verbal
- Flexible and willing to take on a variety of tasks
- Ability to multi task and meet the physical demands of the job
Experience and Qualifications:
- Flexible and self-motivated with the drive to go the extra mile
- Previous experience working as a Planner/Coordinator
- Previous experience in a busy Customer Service Team
- Problem solving experience
- Previous experience of using CRM systems
- Experience with Microsoft Office products particularly Excel
Expenditure Responsibilities:
None – see delegated authorisation matrix
Authority:
None
Performance Measurement:
An appraisal once a year carried out by the Operations Manager
Special Considerations:
This profile is intended as a basic outline of the role and may be subject to revision or change.
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