Permanent - Customer Service Coordinator – Maritime Cranes - eThekwini (Durban) - South Africa

Role Summary

• Officer in Charge for service attendances, to ensure the customer satisfaction, support for the Customer Service staff and operational assistance to the Technical Advisors.

Accountabilities / Key Performance Areas

• Support of Technical Advisor and Team Leader
• Arranging and co-ordination of service attendances
• Pro-active approach of services/customers support
• Planning of engineer/apprentice pool
• Asset control for Customer Service department

Primary Responsibilities (but not limited to)

• Operational assistance to the Technical Advisors
• Handling of service requests.
• Arranging of service attendances
• Planning of engineer pool
• Preparation of project specific documentation
• Journal duty at weekends and bank holidays
• Checking and follow up of work reports
• Checking and arranging signing of timehseets
• Filing of project or work specific correspondence like certificates, data, protocols, paperwork, measuring protocols, MDE Data, MOM’s, emails, etc.
• Support of commissioning jobs in the area of the service station
• Assist Head of Customer Service with HR Planning
• Working according to rules with internal software
• Opening and managing Jobs on internal system (SMS)
• Creating of work procedures and instructions
• Commercial control of Service contracts
• Operational planning and maintenance, including requesting quotations for repairs for lifting equipment, tools, etc.
• Internal administrative duties, gathering and capturing of checklists (weekly, monthly, annual, etc.),
• Asset control for Service department, including Asset count, Tool container Management, requesting quotes for replacement or acquisition of assets
• Service Department Fleet Control and Maintenance, including requesting quotations for repairs to vehicles, vehicle branding, etc
• Assisting Customer Service Administrator in compiling supporting documentation for invoicing

Years of Experience

• Minimum 4-5 years related experience and/or training; or equivalent combination of education and experience.

Computer Skills

• To perform this job successfully, an individual should have extensive knowledge of all Microsoft Office products such as Outlook, Word, Excel, PowerPoint and on company internal Software such as LISA, SMS, etc.

Job-related Skills

• Demonstrated initiative to visualize, organize, manage, and complete projects in individual and group settings.
• Assist the Company in any necessary duties to achieve Company goals.
• Perform other related duties as assigned.
• Exact and precise working
• Ability to coordinate and plan service attendances
• Working with a pro-active approach
• Ability to work under pressure
• Accuracy
• Advising people
• Following instructions
• Gathering information
• Team Work
• Quality Management
• Organizational Support - Follows policies and procedures
• Judgment - Displays willingness to make decisions
• Safety and Security - Observes safety and security procedures
• Excellent written and verbal communication skills in English