Customer Support Coordinator

Building the people that build the world.

With platforms in HVAC and Detection and Measurement, SPX Technologies builds innovative solutions that enable a safer, more efficient, sustainable world.  Through our RiSE talent development framework, we Reach, Identify, Strengthen, and Engage our employees to support them in their continued development.  We’re a global company of problem solvers, collaborators, and innovators, and our businesses build solutions that impact the world. 

 

As part of Detection and Measurement, Radiodetection is a global leader in the design and development of equipment and software used by utility companies to install, protect, and maintain underground infrastructure networks.  Through precision and magnetic locators and ground penetrating radar, we help prevent damage to infrastructure utilities and protect lives.

 

How you will make an Impact (Job Summary)
SPX is a diverse team of unique individuals who all make an impact. As a Customer Support Repairs Co-Ordinator, you will be critical to enhancing customer satisfaction and maintaining our reputation for excellence by providing exceptional customer support and problem-solving skills.  As one of the primary contacts for customers, you are responsible for ensuring the smooth processing booking in for service, dealing with updates, invoice enquires and complaints. The successful Customer Support Co-Ordinator has strong communication skills, attention to detail, and the ability to work in a fast-paced environment.  

What you can expect in this role (Job Responsibilities)

While each day brings new opportunities at SPX, your core responsibilities will be:
1.    Customer Service

•    Booking in customers for service via phone and email 
•    Arranging collections
•    Setting up new accounts
•    Raising repair quotations
•    Co-ordinating with the Service department, customers, and other team members
•    Responsible for shipping of repairs back to customers
•    Ensure all repair/service orders are dealt with accurately and in a timely manner
•    Update information in CRM and IFS 
•    Ensure customer complaints are dealt with appropriately and through to completion.
•    Develop and build relationships with customers and the team.
•    Assisting other team members covering holiday/sickness
•    Provide support to external sales teams.
•    Reception cover
•    All other duties as appropriate

 

2.    Order Processing and Documentation:  
•    Review purchase orders submitted by customers.
•    Process customer orders accurately and efficiently in system, ensuring adherence to company policies and procedures.
•    Maintain accurate customer records and order information in company database.
•    Communicate all requests for expedited orders to appropriate parties.
•    Liaise with other internal departments to coordinate service and resolve any issues or delays.
•    Establish reminders for necessary follow ups and ongoing monitoring of outstanding service items. 

 

3.  Continuous Improvement:  
•    Assist in identifying and implementing process improvements to enhance customer satisfaction and operational efficiency.
•    Provide feedback and insights on customer interactions to improve customer service practices.
•    Stay updated on product knowledge and company updates to provide accurate and relevant information.
•    Participate in other projects as assigned that relate to the overall goals of the department and organization. 

What we are looking for (Experience, Knowledge, Skills, Abilities, Education)
We each bring something to the table, and we are looking for someone who has:
Preferred Experience, Knowledge, Skills, and Abilities
•    Strong verbal and written communication skills, with the ability to explain clearly, concisely, and professionally.
•    Detailed oriented approach, ensuring accuracy in data entry and order processing. 
•    Professional and courteous demeanor with conflict resolution abilities to address customer issues with a positive attitude, patience, and respect.
•    Self-directed and organized, exhibiting strong initiative, and the ability to prioritize and execute multiple priorities in a fast paced and changing environment.
•    Ability to work collaboratively in a team-oriented environment.
•    Proficiency in basic mathematical skills
•    Prior experience in a customer service environment

Education & Certifications
•    VMBO level and above 

 

Language skills:
•    Strong verbal and written communication skills in English and Dutch. German and French language skills are a bonus.

 

Travel & Working Environment
•    Call Center environment