Service Co-Ordinator

  • Location

    Crawley, West Sussex

  • Sector:

    Professional Services

  • Job type:


  • Salary:

    Up to £13.90 per hour

  • Contact:

    Vicky Turner

  • Contact email:


  • Job ref:


  • Published:

    about 1 year ago

  • Duration:

    12 Months

  • Expiry date:


  • Start date:


  • Client:


Service Co-Ordinator; Crawley; £13.90/hr; Contract

Your role working for our client based in Crawley will be to act as the primary contact to the customer providing a variety of direct services to the customer throughout the spares/repair cycle, including direct contact with the customer through onsite, offsite and teleconferences, acceptance, acknowledgement and routing of customer purchase orders, customer order book status reporting, quoting, shipping, general queries and sourcing of information to enable the smooth transition of their units either through internal and or subcontract process. This role is critical to providing a high level of service to the customers and plays a pivotal role in ensuring that internal and external targets are met.

To process all enquiries received by the Service Centre as appropriate
Manage effective proactive and reactive communications both externally with Customers and internally across all levels and areas of the organisation.
Liaise across the business to resolve Customer enquiries of varying levels of complexity
Liaise across the business to generate accurate and timely repair quotations for
Customers; working with Commercial and Finance departments to ensure complex pricing model understood and appropriate margin position achieved.
Working across technical and material teams ensure on complex repair quotations that material, design, test and obsolescence issues are all resolved
Perform contract review on incoming orders; ensuring all customer and contractual details are in order; flagging any special work instructions or import/export requirements as necessary.
Ensure that Customer agreements are fully understood by all areas in the respective process, and that the latest revision copy of the customer contract, where appropriate, is available electronically or by hard copy
Provide order acknowledgement to Customers and route order as appropriate.
Continuous review of order books and where blockers in the repair or procurement/build cycle exist, minimise impact of blockages and complex problems in the supply and production process by anticipating problems and planning contingencies ensure plan including what resources are required, specific actions, and target dates for completion.
Review of these milestones, escalating as appropriate.
Ensure reporting systems/tools are kept up to date and status movements are accurate.
Generate regular reporting on order book status and profitability for use both internally and externally as appropriate with high degree of independence. Generates metrics reports for the Service Centre as requested by the Service Centre team leader.
Develop relationships with internal and external customers to ensure levels of service are to a high standard. Work as part of the larger team to manage the priorities of each customer.
Maintain high levels of awareness and control on all aspects of Customer spare, repair and manufacturing programs, including status and priorities, cost vs. margin positioning, forecasting, and delay issues.
Accurate generation of all release, shipping and despatch documents as required to ensure on-time shipment to Customers. Prior to despatch ensure that paperwork is contained in the pack and that the appropriate despatch address is available and that customer price approval has been obtained. . Ensure by continuous interaction with the Departments that the work is completed and despatched in the agreed timescale.
Prepare accurate customer repair quotations / letters real-time, based on information provided by the workshop/repairs cell using templates. Where variance from approved pricing occurs, investigate and ensure timely escalation as appropriate to ensure quote generation.
Forward prices letters to the customer and as required chase the customer for their Price Approval. Investigate and resolve any customer queries relative to the price quotation or forecast delivery date. Escalate to the Project Manager.
Release of repairs, spares and manufactured items via the appropriate business system and ensure all transactions completed accurately.
Promote continued improvements through LEAN processes
Provide total support of the UK managed sites through the secure network to include facilities management, purchasing and invoicing

Excellent communication skills with the ability to communicate at all levels both verbally and written.
PC literate with a good understanding of Microsoft office tools
Attention to detail and ability to ensure all work is carried out accurately and conscientiously.
Open minded and receptive to change.
Ability to work independently and manage own time effectively
Shows Initiative.

Essential experience require for this role;
Experience of working in a technology repair/spares operation/environment
Experience of managing Customers in a diverse international market
Commercial experience/awareness
Experience on all major Microsoft products
Experience of manufacturing and MRP processes in a technology industry
Some prior knowledge of the Company and its working practices would be highly desirable (but not essential) to enable rapid learning and contribution.
Experience of managing process based repairs in an ERP system
Experience within the Aerospace industry desirable but not essential.
Understanding of Shipping/Export and Logistics desirable but not essential
Understanding of the Purchasing/Supply chain/outsourced repairs

Morson is acting as a recruitment business in relation to this vacancy