Job Ref: 213441509

Date: 2021-03-26 15:30:40

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Are you looking to work within a dedicated and professional Customer Service Team?

Do you have experience in scheduling Engineers?

Do you have fluent German/French/Italian and English Speaking skills?

Role: Customer Service Advocate

Location: Milton Keynes, Oxfordshire

Salary: £25,000 – £ 35,000 depending on skills and experience

The customer advocate is the interface between the customers, the field service and the other internal teams.

The mission is customer satisfaction, timely execution of the service jobs, including remote and field service activities, until full customers satisfaction and best utilization of the field resources.

Key Responsibilities of the Customer Advocate Role:

Single Point of Entry for all customers' requests (vial email or phone calls) related to aftermarket activities.
Prioritization and tracking of all open cases to ensure compliance with the required reaction and the resolution times.
Well understand customer issues and properly document and transfer them to the Remote Service teams.
Order Spare-parts, if required, and monitor their delivery
Identify best adapted Field Service Engineer that will best execute the intervention
Optimize the planning of the Field Service Engineers to ensure fast reactivity and reduce travel times.
Coordination of the appointments with the customers in alignment with the delivery time of the spare-parts and dispatch Field Service Engineers.
Follow-up on the execution and ensure hand-offs are properly done and with no delays.
Quote and follow-up with the customers to get the Purchase Orders in time, in case the intervention is not covered by a contract or warranty
Escalate in time in case of disconnect in the issue resolution process or slower execution at any of the process segments.
Work closely with the Service Sales team to generate potential orders for service products such as service contracts.
Identify fields of improvements and optimization and work with the different Services team members to prioritize and roll out continuous improvement activities and projects.

Candidate Specification for the Customer Advocate Role:

The post requires the successful candidate to be highly organized, flexible, able to work under pressure and be adaptable to changing requirements and deadlines. High sense of integrity and compliance.
Experience in Dispatching Field Service Engineers is mandatory.
High customer orientation planning, organizational and decision-making ability, prioritizing tasks
Fluent Speaking – German/French/Italian and English is essential.
Experience in multitasking jobs requiring parallel processing of multiple activities
Proficiency in CRM and ERP systems is mandatory. SAP and SFDC Service Cloud experience is an advantage.If you believe you have the passion and enthusiasm to succeed in this role, please contact Kathy Rusher at the Oxford Branch. We look forward to hearing from you.

Please note that no terminology in this advert is intended to discriminate on the grounds of a person's gender, marital status, race, religion, colour, age, disability or sexual orientation. Every candidate will be assessed only in accordance with their merits, qualifications and ability to perform the duties of the job

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