Communicate with Customers, Engineers and personnel working to the Company KPI’s. Booking and scheduling in advance of all PPM/PM, SW and ASQ calls. Supporting the engineering team to ensure calls are booked and completed in a methodical way. A high level of customer service is required for this role.
THIS WILL BE BASED IN THE OFFICE IN HIGH WYCOMBE - NO HYBRID OPTION
*Liaising with engineers and subcontractors to ensure bookings are made for the correct amount of time and all relevant information is provided to the Customer, Engineer and Subcontractor.
*Progress all Calls on service management system, ensuring the current status is correct with no response dates in the past for PROV/CONFIRMED calls. Update engineer Outlook Calendar with correct information, referencing the call number and any other key information as required. The calendar should mirror the service management system for dates and times.
*Ensure all booking dates are input into relevant customer portals.
*Raising permits for engineer visits.
*Accept/win quotes on the system and raise a call for completion.
*All information to be sent to relevant person for part ordering to ensure job completion.
*Maintain accurate customer records on company CRM system. Keeping up to date notes on every call.
*Analyse and complete Call Statistics Report, weekly by close of business every Friday and forward to management. Working to KPI Target of 95% of ASQ/SW are booked within the month they were raised and 90% of PM/PPM’s completed in the month they are due.
Essential Skills:
*Ability to communicate fluently with customers, manufacturers & internal staff.
*Ability to resolve customer related issues.
*Ability to understand and act on KPI information – numeracy essential.
*Ability to work as a positive team member.
*Ability to prioritise workloads to meet agreed deadlines