Customer Service Support Administrator

Position Summary

To support our Customer Support Team we are recruiting for a Customer Service Administrator to join us in Leicester.

The Customer service support administrator is responsible for the scheduling of all contracted visits. i.e. Preventative Planned Maintenance, Validation and field repairs. Liaising with the customer all scheduled visits need to be made to suit the customer and the service engineering resources. All service parts and validation kits should be ordered in time for the visits and customer notified prior the engineers visit.

To note that this vacancy will be hired on a Fixed Term Contract initially.

Duties of the Role

Duties and Responsibilities of the role include:

     Ensure all contractual visits are scheduled in the service management system
     Log field repairs and specialty job types on service management system
     Communicate directly with customer to log and update work scheduling / progression
     Contract audits using service management systems and re-arrange with customers where necessary.
     Assist with scheduling of engineers with regards to installation process / projects team.
     Arrange out of hours work with units and engineers and where necessary send quotations to customers.
     Order service parts to site via service management system or ERP system
     Provide customers with RAMS and Permit to works where necessary.
     Order microbiological and validation products from external suppliers
     Track and trace delivery of these kits for POD where necessary.
     Managing customer portals to obtain approved access for FSE to attend site.
     Manage and respond to email communication within centralised mailbox 
     Any other duties deemed reasonable
 

Required Skills and Experience

Good time management and organisational skills
Good interpersonal skills and ability to communicate effectively with customers, clients, and staff
Ability to work well under pressure

Self-motivated, proactive, enthusiastic, flexible
Excellent administration and computer skills
·Customer focused with the ability to resolve customer queries

Experience of manipulating data using Microsoft Excel and other appropriate packages