Customer Service Operations Coordinator

il y a 2 semaines

VitrysurSeine, Île-de-France Smiths Detection Temps plein
Job Description

Job Summary:

The primary responsibility of this role is to oversee the internal management of customer requests and ensure their timely resolution. This involves coordinating with various teams to dispatch tasks efficiently and following up until completion.

Key Responsibilities:

  • Manage and monitor customer requests and provide necessary documentation for dispatch to relevant internal stakeholders or coordinate actions.
  • Provide support, documentation, and information to customers and partners.
  • Route the correct contact persons in the event of a complaint and for problems relating to product use.
  • Support planning of Field Service Engineers (FSEs) in Sub-Saharan Africa.
  • Support Regional Sales Managers (RSMs) in providing purchase requisitions for Service Partners and other external services.
  • Support and manage SVMX orders for spare parts and services through parent company or external suppliers upon request of RSM, Team Lead, or Service Director.
  • Monitor open CM and PM work orders for delivery of spare parts and technician dispatching.
  • Report on open service activities.
  • Support team leads and RSMs.
  • Manage the SVMX portal.
  • Manage and update the Call Center portal.
  • Provide support to the Service Director for correct management and compliance of assistance and maintenance service contracts and related contractual documentation.
  • Manage contacts and relationships with customers and suppliers regarding legal and administrative aspects.
  • Manage relationships with consultants and partners and data processing concerning them.
  • Deal with external Call Center monitoring and analyzing KPIs.
  • Provide support for the qualification and evaluation of suppliers within competence.
  • Monitor planning and manage organization, coordinating with functional managers, of service activities in the field, ensuring the right level of coordination with logistics and supply chain.
  • Support communication in the Service Community.
  • Check the correct entry and updating of customer and supplier databases in SAP and SVMX.
  • Support the Service Management Function in daily activities and monthly reporting.
  • Ensure follow-up and daily check of parts delivery in the field with supply chain.

Requirements:

  • Minimum standard degree in Engineering (Management, Electronics, Automation) or equivalent.
  • Contract management.
  • Computer literacy, competency in use of all programs within MS Office Suite, SAP, Sales Force, or SVMX, preferable, and aptitude for learning specialized ERP and management software.
  • Logistics on wide areas, import/export clearance, and taxes basic skills.
  • Language skills in English and French are required. Language skills in Spanish or Italian or any other language would be an advantage.
  • Demonstrable experience of working effectively in a service in field operations environment.
  • Solid communications skills, both verbal and written, and a strong orientation for customer focus and teamwork.
  • Exceptional coordination skills.
  • Significant knowledge and understanding of people and the ability to coordinate actions, follow up on activities, and prioritize critical issues.
  • Inclusive work ethic.
  • KPI management orientation.
  • A strong customer orientation is necessary with an in-field Service attitude.
  • Strong team spirits, promoting teamwork.
  • Strong organizational skills and self-discipline to work independently with limited supervision.
  • Ability to work across functions and in a customer-oriented environment.
  • Ability to delegate effectively.
  • Ability to manage 3rd-party performances (Call Center).
  • Ability and motivation to pursue and achieve effective results in a persistent and forward-looking manner (Result orientation).
  • Ability to effectively support and monitor the performance of a Service Organization (Performance orientation).
  • Ability to make effective and timely decisions in a complex environment by analyzing critical information (Decision Making).
  • Ability to engage, challenge, and work effectively with others (Collaboration & Influence).
  • Ability to build an effective network of internal and external relationships, understanding our customers' needs (Stakeholder Impact).
  • Ability to identify and support change and continuous improvement in own environment and beyond (Leads change).

Diversity & Inclusion:

Smiths Detection is an inclusive company with values grounded in equality and ethics, where we celebrate, support, and embrace diversity. We have several employee-led Employee Resources Groups, Black Employees Network, Veterans, Pride Network, providing support, enhancing career development, and contributing to personal development in the work environment and beyond.

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