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Catalyst are delighted to be working with a key client in their recruitment of a Warranty & Customer Support Coordinator. Our client is a leading, cutting-edge, international technology business in the electrification field, supplying a diverse global customer-base. Reporting to the Supply Chain Manager, my client seeks a Warranty & Customer Support Coordinator to join their Supply Chain Division as part of the Uk Customer Service Team at their Tyneside HQ.
About the Role
As a key member of the UK Customer Service Team you will provide warranty administration service and support. This role involves handling warranty-related failure analysis processes while also managing customer relationships, and ensuring seamless communication across various divisions of the company. This role is dynamic and varied, and provides the opportunity to interact with colleagues worldwide while contributing to the ongoing success of our customer support.
Key Responsibilities:
Customer Service & Warranty Support:
- Serve as the primary contact for customers regarding failure analysis requests, providing prompt and professional responses via phone, email, and other communication channels.
- Ensure customer satisfaction by addressing concerns, resolving issues, and delivering accurate and timely information.
- Maintain clear and accurate records of failure analysis requests, customer interactions, and case details.
- Ensure all necessary documentation is completed and that internal engineers have the information required for timely resolution.
- Identify opportunities for process improvement to enhance the overall customer experience.
- Liaise with carriers and customs to ensure smooth collection and delivery of goods to site.
- Ensure timely resolution of any transit payments or invoice queries
Administrative & Data Management:
- Accurately input and maintain data in relevant systems, generating reports and summaries as needed.
- Ensure data integrity, confidentiality, and compliance with company policies.
Collaboration & Teamwork:
- Work closely with teams at various sites, including sales, technical support, and failure analysis engineers, to ensure seamless service.
- Share customer feedback and insights to drive continuous improvement in processes and service delivery.
Required Skills & Attributes:
- Strong communication and interpersonal skills, with the ability to manage customer relationships effectively.
- High attention to detail and organisational skills for managing multiple tasks and priorities.
- A proactive, problem-solving approach with a commitment to process improvement.
- Ability to work collaboratively across departments and time zones.
- Proficiency in data entry, reporting, and corporate systems.
- Prior experience in customer service, account management, or warranty support preferred.
About you
We are looking for a proactive individual who thrives on variety, enjoys problem-solving, and is dedicated to delivering exceptional service. The ideal candidate will have excellent communication skills, strong attention to detail, and a customer-focused approach.
- Previous experience of export and import processes
- Experience in similar industry sector such a electronics, electrification, automation, robotics etc.
- Demonstrable experience gained in a customer-facing role
- Possesses an improvement mindset and a positive approach to change
- Confident and resilient
- Able to read technical drawings and interpret engineering documentation
This is an excellent opportunity to join a leading international business with a firm commitment to training, development and advancement during this exciting phase of growth and investment.
