0870 770 0471 info@stertil.co.uk

Helpdesk Co-ordinator

01/01/22 | Job Opportunities

MAIN PURPOSE

The main purpose of this role is to coordinate the service office Help Desk activities to ensure that customer requests, instructions and queries are dealt with efficiently and passed to the correct person within the service department and wider business as a whole. This role requires a well organised methodical and flexible approach to work, excellent customer service and communication skills with a calm approach to problem solving. Staff will be actively encouraged to suggest improvements in current workingprocesses and are required to be flexible in their approach to meeting the departments ever changing requirements as a result of constant process development in a fast-paced environment. You will be a key person in our Help Desk team and within the overall service department set-up.

RESPONSIBILITIES

• Monitoring our Service Help Desk email inbox, filtering and forwarding as required.
• Answering incoming telephone calls from customers and engineers.
• Receiving enquiries from our engineers and service sales team.
• Assisting customers on any queries or escalations
• Monitoring our key account portals to ensure these are updated daily.
• Forwarding site attendance / breakdown requests to the relevant area coordinator
• Ensuring POs received are forwarded to the correct team member to convert.
• Assisting with converting quotations received from customers.
• Providing updates to customers on converted quotations and monitor SLA tracking from
start to finish to ensure lead-times are met.
• Engage with customers to obtain service quality and delivery feed-back
• Liaising with other Stertil departments within the business as required.
• Communicating with our factories to obtain delivery information.
• Assisting with continual improvement aims and ambitions of the department.
 

The above is an outline of the role that may be subject to change and review from time to time to suit the overall needs of the department and the business.

QUALIFICATIONS

- Educated to an above average standard in Maths & English
 

EXPERIENCE

• Evidence of IT experience with the use of Word and Excel
• Ability to manage multi task to a set time scale in a fast-paced environment
• Previous experience of working in a customer service focused environment

To Download the Full description in a 'PDF' version of this document, please click HERE

 

In the first instance, for further information contact us on 0870 770 0471 or - Email Us