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Customer Service Coordinator

2 meses atrás

São Paulo, São Paulo, Brasil Diebold Nixdorf Tempo inteiro
Job Summary

As a key member of the Diebold Nixdorf team, the Customer Service Coordinator will serve as the primary point of contact for Field Operations personnel and as a liaison between or among customers, Field Operations, and internal business groups.

Key Responsibilities:

  1. Coordinate and monitor customer appointments to ensure timely and excellent customer experience.
  2. Monitor technical status to manage arrival times and shift completion.
  3. Identify and address:
    1. Unfilled time slots
    2. Overbooking
    3. Inefficiencies
    4. Cancellations
    5. Other situations including effective route control
  4. Manage appointment arrangements with customers/providers, spare parts inventory, debriefing, quality analysis, and documentation.
  5. Dispatch all assigned work within the assigned territory to field service technicians and third parties.
  6. Ensure Service Level Agreements (SLAs) and balance workload between applicable resources, considering:
    1. Skills
    2. Spare parts availability
  7. Take action to assign or reassign work to meet customer commitments in a cost-effective and efficient manner.

Requirements:

  1. Strong communication and problem-solving skills.
  2. Ability to work in a fast-paced environment and prioritize tasks effectively.
  3. Excellent organizational and time management skills.
  4. Proficiency in using technology to manage workflows and communicate with teams.