Customer Care Service Coordinator

Company Description

Every minute of every day, Smiths Detection’s threat detection and security screening technology helps to protect people and infrastructure, making the world a safer place. 

Smiths Detection, part of Smiths Group is a global leader in the development, manufacture and management of security and detection solutions designed to make the world a safer place. Our technology provides threat detection and screening solutions for customers in our key markets: aviation, ports and borders, defence, and urban security.

Our expertise spans 21 global offices, seven manufacturing sites and five R&D centres, with a global network of 3,000 dedicated colleagues contributing towards over 40 years at the frontline of advances in safety and security.  

This results in careers built on variety and the opportunity to work on a range of state-of-the-art solutions, where you can develop your knowledge and experience every day.

Job Description

The Customer Care Service Coordinator will be a customer advocate and provide a world class level of customer support to internal and external customers of Smiths Detection.  This role is the catalyst to providing customers with First Call Resolution to their inquiry. This person assumes responsibility as the first human interface with the customer for incoming calls to Smiths Detection Service.

Job duties to include but are not limited to;

• Accurately opens and documents service events within the SMS.
• Use our enterprise system to generate the appropriate work order for the field service engineer to understand the purpose, location, parts, warranty, etc. for the job.
• Investigates, analyzes and rectifies customer concerns or elevates problems to management attention when necessary.
• Coordinate the daily schedule for Field Service Engineers/Vendors performing maintenance, repair or installation work orders for domestic and international customers.
• Coordinate all field service work orders using the field service software while providing extensive notes.
• Create quotes as required for consumable orders and billable spare parts.
• Conducts follow-up calls/emails after repairs/installs are completed to ensure customer satisfaction.
• Assumes accountability to reduce or minimize costs whenever scheduling field service work orders.
• Excellent ability to build rapport with the Field Service Engineers/Vendors and work collaboratively on a daily basis.
• Communicates with domestic/international partners and vendors to make sure the correct staff is deployed.
• Communicates with the customer or point of contact via the phone and email consistently keeping them informed of progress, delays and status.
• Fully understands the geography and logistics associated with various regions.
• Intimately familiar with the airports and associated codes within various regions.
• Receive and process orders from customers via telephone, website and e-mail and processes accordingly.
• Clarify P/N's based upon customer description as required.
• Confirm in-stock counts, verify whether parts are in stock, and if not, quote an expected lead time.
• Track all backorders and ensure that they are filled in a timely fashion.
• Provide all requested proof of delivery for billing/accounting purposes
• Pre-approve all returned merchandise; provide Return Material Authorization (RMA), explain policies and paperwork to customer.
• Receive and resolve inquires and complaints by customers concerning incorrect billings or shipment problems.
• Processes Field Service Reports and reconcile parts inventory.
• Create non-product requisitions and purchase orders in order process vendor invoices.
• Maintain liaison with Supply Chain, Tech Support, Sales, Trade Compliance, Credit & Finance and other related departments.
• Processes intercompany transfer orders.
• Utilizes specialized system reports and follows-up with customers to ensure satisfaction.
• Notifies supervisor of repetitive problematic issues where a possible pattern may exist or anticipated inventory shortages are expected.
• Create, interpret and disseminate reports as requested.
• Comply with and ensure department compliance with Company health, safety and environmental policies.
• Comply with all applicable U.S. export control and security regulations.
• Required to successfully obtain and maintain government clearance.
• Other duties as assigned to assure the success of the Call Center.
• Call center operations run on a 24/7 schedule. Various shifts are available including nights and weekends.

Qualifications

Education/training:

• High School Diploma required. Associates' Degree preferred. Equivalence achieved through comparative work an