Service Hub Coordinator – Cyprus

Job Description
The Service Hub Coordinator would be responsible for the day to day incoming local and worldwide services; assessing clients’ needs and coordinating/dispatching marine service engineers and spare parts to perform required work, optimizing all available resources. They will be part of the 24/7 global team of service coordinators, will communicate efficiently, if need be, with the Technical Team Leaders, Service Engineers, Service Coordinators, and all key parties throughout the service experience, and diligently help to resolve any disputes.

Responsibilities, but not limited to:
Coordination tasks:

• Handling of all incoming service requests for service and follow-up services – local and globally.
• Reviewing e-mails and prioritizing responses considering time scales, time differences, shipment of spares, urgency, commitments to customers, and outside assistance (Subcontractors, Tech Support, Logistics, Sales, and Finance).
• Liaising with ships agents worldwide to arrange the attendance and shipment of parts.
• Responsible for service confirmation, quotations of worldwide services rates to customers including expenses and checking availability of spares.
• Work closely with Group Customer Service Manager/Group Technical Services Manager/Service Engineers to plan the local services.
• Responsible for agreeing scope of work and charge point with customer. Ensuring the relevant purchase order is received if necessary.
• Check new customer financial data (with Finance Dept.) and if necessary, prepare a pro-forma invoice and payment in advance.
• Responsible for providing feedback/outcome of service to customer and providing solutions for follow-up services.
• Working with Sales to organize installation projects and informing them of any retrofit opportunities.
• Passing enquires to the relevant dept. i.e., Sales, Spares, and Supplier Vendor Forms
• Provide cover during staff shortages (both local and other European offices).
• Participate in 24/7 rotation for out of office hours’ service attendances.
• Maintain Service e-mail database, processing service orders to ensure file is accurate and complete, with all relevant documents so it may be passed to invoicing.
• Maintaining the Service Calendars updated with ETA / ETB / ETD´s, and Agent details.
• Freshdesk – Ticketing System: To assist and support the Group Customer Service Manager with the maintaining and upholding the Ticketing System, in accordance with Group requirements.
• Any other relevant task to the job.

Requirements:

• Fluent in English
• Previous experience as a Service Coordinator (in Maritime a plus).
• Good, professional interlocation with customers on the telephone.
• Writing skills for responses via email to customer.
• A team player.
• A positive attitude.
• Keen to work.