Customer Support Co-ordinator

We are looking for someone to take on responsibility for delivering exceptional communication to external and internal customers of a Cambridge based company. This includes extensive customer contact including diagnosis of hardware and software faults in products, identifying instances of user error and resolving these issues.

Responsibilities

* Maintain daily communications with customers as directed, to ensure resolution and proper follow-up leading to customer satisfaction
* Company representation as liaison for Sales support activities related to product availability, quotation, order processing, product shipment, account status
* Diagnosing hardware and software issues
* Supporting dealers, end users, distributors and Sales Managers through technical issues over the phone and email
* Discovering and logging new bugs and product issues on the development tracker
* Testing products and software updates for stability and to ensure end-user experience meets expectations
* Identifying spare parts required for repairs
* Placing spares orders on the order system
* Supporting Sales Managers during UK and overseas trips
* Organise and prioritize workflow to meet customer timeframes while managing multiple assignments at once
* Co-ordinate shipments through creation of coversheets and shipping instructions
* Co-ordinate logistics with customer designated forwarders and schedule pickups
* Liaising with the warehouses for all service-related shipments
* Direct requests and unresolved issues to the designated resource
* Ensure central database is kept up to date
* Liaise with accounts department regarding distributor and dealer financial status
* Booking RMAs from dealers and distributors
* Support Sales team with orders
* Curate product information and documentation across all our product channels (Website, online documentation, within physical package and product software etc)
* Input on features to include / exclude on future platforms
* Feedback customer suggestions and reported bug to the Development Department
* Positively Represent company at trade shows and in a public capacity

Requirements

* Knowledge of customer service principles and practices
* Knowledge of ERP Systems and CRM applications. Willingness to learn other applications and programs required
* Knowledge of the consumer electronics technology market
* Excellent verbal and written communication skills
* Ability to handle stressful situations with a customer
* Maintain high-level of customer service expected by our internal and external customers

The following would be beneficial:

* Fluent in German or Scandinavian Languages
* Interpersonal skills
* Analysis and problem-solving
* Attention to detail and accuracy
* Data collection and ordering
* Customer service orientation
* Adaptability
* Initiative
* Knowledge of setting up and troubleshooting complex computer networks and home theatre systems

[ North Cambridge, Salary £neg. | vacancy reference : 31715 ]

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Tel: +44 (0) 1223 423267

Fax: +44 (0) 1223 420268