Customer Service Coordinator

About Franke

We, the Franke company with its three divisions, are a world's leading supplier of products and services for domestic kitchens, the professional foodservice systems and the convenience store sector as well as for professional coffee making. With around 60 companies, we are at home on five continents. Over 8,000 employees constantly take on new perspectives to identify opportunities and turn them into inspiring, innovative solutions for tomorrow’s demands.

The Franke Coffee Systems division is a leading global provider of state-of-the-art solutions for professional coffee making. Together with our trade partners, we are committed to delivering premium best-in-class in-cup-quality, consistency and beverage variety, as well as ensuring an outstanding customer experience through constant innovation.

About the job

The Customer Liaison Coordinator is responsible for managing the inbox and liaising with customers, account managers, service providers, and other departments. This role demands strong organizational skills, excellent communication abilities, and the flexibility to thrive in a dynamic work environment.

Provide support to customers and manage portal access. Assist with the planning, and completion of various projects within the organization. Coordinating with cross-functional teams within the organisation, to ensure standard operating procedures throughout the business.

Your tasks

Email Management: Monitor, prioritise, and respond to incoming customer emails and portal tickets, ensuring smooth handovers to relevant teams within 2 hours

Customer Liaison: Act as the first line of contact to customer queries: filtering, documenting and escalating technical issues

Team support: Liaise effectively with internal departments, service providers and account managers to deliver timely and accurate updates

Administrative duties: Maintain accurate records in SAP, generate and distribute reports and handle documentation as required

Cross-departmental Support: Assist the Planning department during peak periods with order processing and related task. Collaborate with other teams and support administrative tasks to ensure overall efficiency. Address any issues or discrepancies related to machines or customers.

Phone Management: Answer calls within 3 rings and handle the nature of the call accordingly.

Troubleshooting: Resolve calls using videos, documents, advice from engineers and troubleshoting sessions. Log and close calls as fixed over the phone to track remote resolutions. Seek insights on IOT for potential issues.

Credit Requestes: investigate all credit requestes and provide recommendations to the Head of Customer Service with full reasons. Inform customers of the decision once confirmed

PPM: Assist customers with pre planned maintenance work

Contract: Support customers with contract queries

Optimisin AI systems: Implementing algorithms to enhance the efficiency and accuracy of AI models

Staying updated with AI: Keeping up with advancements in AI and integrating innovatinve solutions into existing systems

Developing AI Solutions: Creating machine learning models and AI algoriths to solve business problems

IOT Support: Utilise IOT to support customers with preventative services and maintain operational machines

Requirements

• Exceptional organisational and time-management skills.
• Strong communication and interpersonal abilities.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and scheduling software.
• Ability to multitask and adapt to changing priorities in a fast-paced environment.
• Attention to detail and problem-solving skills. 
• Proactive: Ability to anticipate needs and take initiative.
• Team Player: Works well with others and supports team objectives.
• Customer-Focused: Prioritises customer satisfaction and ensures high-quality service.
• Flexible: Willing to step into different roles and take on additional responsibilities as needed. 

What we offer you

• Opportunity to work in a collaborative and innovative environment.
• Professional growth and development opportunities.
• Competitive salary and benefits package.
• Be part of a company committed to excellence and innovation.
• 25 days of holidays
• Private Healthcare for you, with the option to add partner and children
• Life Insurance
• Income Protection