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Customer success coordinator posted by Manpower

Applications close in 3 days
Full-Time
Cheadle, Greater Manchester
£12.50/ hour

Job Description

The primary responsibility of the Backup Coordinator is to provide backup for the Scheduling Coordinators within our call centre as needed. They will help to ensure we continue to operate successfully and continue to maximize the effectiveness and efficiency of our field organization, focusing on resource optimization and meeting customer expectations. They will confirm all scheduling plans for the Field System Engineers (FSE) and Authorized Service Providers for services such as installation, repair and maintenance on analytical instruments. They are the single point of contact for the field service team and customers for all onsite requests (includes scheduling and rescheduling). The Backup Coordinator must be flexible and able to cover various shifts and responsibilities.

As a Backup Coordinator, you will:

Plan all onsite service visits for the field service team, that come in through multiple avenues (Omni-Channel)
Maintain accurate record of engineer availability and commitments, utilizing our business scheduling tools (SAP CRM/MRS)
Partner with the Customer Success Coordinator and/or Install Success Coordinator to ensure the appropriate coverage plan is executed
Lead solutions that meet Agilent and customer's onsite needs, with the foresight to raise scheduling escalations when, and if, required
Escalate resource shortages with scheduling team lead and/or Scheduling Manager
Gain an in-depth knowledge of Agilent process and procedures, shows ability to follow them with high attention to detail
Ensure all working relationships follow company Standards of Business Conduct.

Qualifications

The skills required for the position are:

Previous experience working in customer service, administration, or project management.
Bilingual and/or multilingual fluency desired
Understanding of company customer base and markets we serve
Rounded communication and interpersonal skills, with a focus on being able to provide effective and timely communications
Planning and organizational skills, and attention to detail
Capable of working flexibly and autonomously where required
Facilitate team collaboration and approach situations with maturity and diplomacy
Ability to thrive in a dynamic and fast paced environment
Proactive attitude and an ability to generate ideas and problem solve
Driven to achieve a successful experience for the customer, whilst also achieving our internal measures

The client Technologies is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to disability, protected veteran status or any other protected categories under all applicable laws

Reference Number

212687446

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