Customer Support Coordinator - UK

Main Purpose of the Role

The Customer Support Coordinator will support Ishida's Aftersales teams by efficiently handling customer interactions, managing ticketing systems, and processing quotes, orders, and invoices. The role requires a proactive individual who excels in administration, prioritization, and task coordination. This position demands a strong focus on customer satisfaction and high standards of organisational and communication skills.

Primary Responsibilities

• UK & Central 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