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Service and Parts Coordinator, RECRUITMENT HELPLINE
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Service and Parts Coordinator, RECRUITMENT HELPLINE
Service and Parts Coordinator
Location: Gateshead Role: Full-Time, Permanent Salary: Competitive (dependent on experience)
About the Role
The Service and Parts Coordinator is a key position ensuring the seamless operation of the service department. This role involves coordinating service activities, managing parts logistics, and maintaining strong communication between technicians, suppliers, and customers while supporting the growth of the company’s digital sales platforms.
The ideal candidate must exhibit strong organisational skills, meticulous attention to detail, and excellence in communication to deliver efficient, high-quality service.
Main Duties
- Parts Coordination & Ordering:
- Manage end-to-end parts coordination, including quoting, ordering, delivery, returns, cost control, and preparing critical documentation (purchase orders, invoices, credits, delivery notes, and quality records).
- Warranty Claims & Supplier Liaison:
- Handle service and parts warranty claims, tracking submissions and ensuring timely resolution with both suppliers and internal teams.
- Inventory & Delivery Monitoring:
- Monitor on-time delivery of parts and inventory status to support service operations smoothly.
- Online Order Management:
- Process and verify online parts orders via company website and customer portals, coordinating fulfilment, shipping, and post-sale support.
- Service Appointment Coordination:
- Track overdue appointments via the customer portal, efficiently scheduling, and managing technician assignments, work orders, and service appointments.
- Digital Sales & Contracts Support:
- Assist in growing service contracts and ensuring accurate, up-to-date customer portal data.
- Supplier Relationships & Logistics:
- Maintain and negotiate with supplier base (pricing, shipments, tracking, issues, returns, or warranties).
- Inventory ERP Management:
- Manage inventory control processes within the ERP system, including product setup, stock monitoring, replenishment, and reconciliation.
- Shipping & Compliance:
- Organise domestic (UK) and international shipments, ensuring timely deliveries and adherence to logistics policies.
- Technician Timesheet & Billing:
- Review technician timesheets and calculate service costs for accurate customer billing and reporting.
- Compliance & Quality Assurance:
- Ensure adherence to company policies, safety standards, and quality procedures for parts handling and storage.
- Digital Sales System Improvement:
- Support continuous improvement in online sales, parts supply, and service coordination.
- Customer Experience Impact:
- Align all activities with the company’s mission for consistently high-quality service delivery.
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Candidate Requirements
The ideal applicant should meet the following criteria:
- Education:
- Minimum of High School Diploma or equivalent (preference for an Associate’s Degree or technical training).
- Experience:
- 2+ years in service coordination, parts management, logistics, or a related role.
- Key Skills & Attributes:
- Strong organisational and multitasking skills.
- Excellent verbal and written communication.
- Proficient in inventory/ERP systems or service management tools (e.g., ERP software).
- Familiarity with digital marketing fundamentals (online promotions, customer engagement tools).
- Customer-centric mindset with problem-solving skills.
- Ability to thrive in fast-paced, deadline-driven environments.
- Attention to detail in documentation and inventory control.
- Collaboration & Independence:
- Team player with strong ability to work independently.
- Basic mechanical or technical knowledge preferred.
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Key Performance Indicators (KPIs)
- Quote Conversion Rate: 60–80% of quotes converted into confirmed orders.
- Portal Response Time: Under 24 hours (ideal: same business day).
- Digital Sales Growth: +20% Year on Year revenue from online channels.
- Customer Portal Accuracy:
- Data integrity and reliability maintained.
- Parts Availability Target: ≥ 98% of service jobs with all required parts on hand prior to scheduled start.
All employment decisions are based on merit, qualifications and business needs. The employer adheres to Equality in Employment.
If you meet these requirements and are eager to contribute, apply now!
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