Customer Service Coordinator

About Shred-Tech:

Shred-Tech manufactures and sells a complete line of shredding machinery into multiple industries where these systems are required. These industries include but are not limited to Recycling, Manufacturers, Electronics Manufacturers, Packaging Companies, Plastic Recyclers, Metal Recyclers, Wood Recyclers, Waste Recyclers, Manufacturers of Furniture, Warehouses, and other companies that require industrial shredding services. Shred-Tech is a leading manufacturer of shredding systems serving customers throughout the world. Shred-Tech is an equal opportunity and affirmative action employer.

POSITION SUMMARY:

Reporting directly to the GM Europe and connected to the Business Service Leader in North America, this role will be responsible for customer care including customer satisfaction (NPS - Net Promotor Score), trouble shooting, service network support and parts sales for Shred Tech and CM Shredders products within EMEA. Sales will be sold directly and via partners, depending on the structure of the market. The CSC executes daily business aiming to achieve the business targets for Shred-Tech in EMEA which are set annually and at the sole discretion of Management.

The ideal candidate will be passionate about trouble shooting, sales, driven by customer centricity and having a holistic view of the commercial business.

RESPONSIBILITIES:

Service Strategy Execution:

• Contributes to the development of the corporate Service Strategy, and the associated business plans.
• Accountable for the successful implementation of the corporate Service Strategy including but not limited to Sales Force service cloud, 24/7 customer experience, remote problem resolution through Shred-Tech Connect
• Implements and manages all Service processes consistent with corporate direction (eg: customer call management, preventive maintenance programs, service parts order management, asset, and budget management, etc).

Warranty Process:

• Responsible for warranty claims, warranty approval and warranty submission to the manufacturing entities.
• Accountable for the Warranty process including respect of general policy and effective implementation with all service partners throughout the region.
• Identifies and drives actions to reduce overall warranty costs.

Spare Parts Management:

• Accountable for the spare parts sales process from order taking to shipment.
• Drive and develop spare parts sales in EMEA.
• Drive monthly parts sales and maintain accurate forecasting.
• Promote and process sales orders for spare parts of Shred Tech and CM shredders
• Manages established policies, processes, and performance to ensure high levels of service parts availability while managing regional inventory costs to planned levels.

Service Support:

• Provide remote trouble shooting throughout the region
• Provide technical support service to all customers within the region
• Responsible for demonstrations of mobile and static equipment, when required.
• Drive the ticketing system from EMEA for global support

Network Development:

• Responsible for growing the Service Network by developing and implementing a regional service sales plan.
• Nominate and develop new partners in accordance with company strategy.
• Develop and grow service capabilities in the region with local partners.
• Report Voice of Customer to EMEA Management on a quarterly basis.
• Monthly Business Development calls with Partners – progress reports, mitigation actions, pipeline update etc.

Solutions Hand over:

• Guarantee the correct commissioning process of our industrial machinery in EMEA
• Train and guarantee the correct use of our machinery by our customers

Customer satisfaction:

• Maintaining and monitoring existing customers' satisfaction (NPS)
• Achieves and sustains a high level of customer service and satisfaction.
• Generate market intelligence to support business initiatives.
• Carry out any other duties that may be considered relevant to the position within the terms of your contract of employment.

QUALIFICATIONS:

Education:        

• Bachelor’s degree or above in a related technical field and/or Engineering.
• Advanced technical or business-related degree is an advantage.

Experience:     

• Minimum 5-7 years of experience in customer service, technical support, trouble shooting and sales.
• Prior experience in operating in a multi-cultural environment and operating across EMEA is an advantage.

SKILLS, ABILITIES AND KNOWLEDGE REQUIRED:

• Hands on and proactive with all daily activities.
• Proficient with MS Office tools (Word, Excel, PowerPoint, Outlook), and IT in general
• Broad business acumen combined with entrepreneurial drive and solid leadership skills are required.
• Fluent in English, additional language is an advantage.
• Great interpersonal and communication skills
• Strong Team player with independent and analytical thinking
• Strong analytical and problem-solving skills to make data-driven decisions.
• In-depth knowledge of product applications, customers, and markets.
• CRM experience a strong advantage, preferably Salesforce.
• Competency in providing technical support. The candidate should ideally have a strong hydraulic and electrical knowledge, including being knowledgeable on a wide range of machinery and its terminology.

We are committed to diversity and inclusion, and thank all applicants in advance; however, we will be corresponding only with those selected for an interview. We will accommodate the needs of qualified applicants under the Human Rights Code in all parts of the hiring process.