Service Coordinator - KSA

Job Summary: The Service Coordinator is responsible for ensuring the smooth and efficient handling of customer inquiries, complaints, and service requests after the sale of our products or services. This role supports the Service Manager in overseeing and coordinating service activities, tracking service requests, managing system administration tasks, and handling registration activities. The ideal candidate will work closely with various departments to resolve customer issues and maintain high levels of customer satisfaction.

Key Responsibilities:

Customer Interaction:

• Serve as the primary point of contact for customers regarding after-sales service inquiries, complaints, and requests.
• Respond promptly and professionally to customer inquiries via phone, email, or other communication channels.
• Provide product or service information to customers and assist in troubleshooting common problems.
• Follow up with customers to ensure their satisfaction with the resolution of their issues.

Service Coordination:

• Assist the Service Manager in planning, scheduling, and coordinating service activities.
• Coordinate service activities, including scheduling service appointments, dispatching technicians, and ensuring timely resolution of customer issues.
• Act as a point of contact for service-related inquiries and issues.
• Ensure timely and efficient communication between service teams and clients.

Service Tracking:

• Monitor and track service requests from initiation to completion.
• Maintain accurate records of service activities, including work orders, service reports, and client communications.
• Generate and analyze service performance reports to identify trends and areas for improvement.
• Monitor and track service performance metrics, such as response time, resolution time, and customer satisfaction ratings.

System Administration:

• Manage and update service management software and databases.
• Ensure data integrity and accuracy within the service management system.
• Provide technical support and training to service team members on system usage.

Collaboration and Problem-Solving:

• Collaborate with internal teams, such as technical support, sales, and logistics, to address customer concerns and provide appropriate solutions.
• Identify recurring customer issues and work with relevant teams to implement preventive measures.
• Stay updated on product knowledge, service procedures, and industry trends to effectively address customer inquiries.

Qualifications:

• Education: University Degree or equivalent; additional education or certification in customer service or a related field is a plus.
• Experience: Proven experience in a customer service or after-sales service role is preferred.
• Skills:
  • Excellent communication and interpersonal skills, with the ability to effectively interact with customers and internal stakeholders.
  • Strong problem-solving and decision-making abilities.
  • Exceptional organizational skills and attention to detail.
  • Proficiency in using customer service software, CRM systems, SAP, and Microsoft Office Suite.
  • Ability to work independently and manage multiple tasks simultaneously.
  • Empathy and patience when dealing with customer concerns or complaints.
  • Knowledge of customer service principles and best practices.
  • A passion for providing exceptional customer service and ensuring customer satisfaction.

Who We Are: We’re the World’s largest tool company. We’re industry visionaries. We’re solving problems and advancing the manufacturing trade through innovative technology and our Industry 4.0 Initiative. We are committed to ensuring our state-of-the-art “smart factory” products and services provide greater quality to our customers & greater environmental and social value to our planet. We are unique in that we have a rich and storied history dating back to 1843, but that hasn't stopped us from evolving into a vibrant, diverse, global growth company.