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Location: Glasgow
Job Function
To act as the first point of contact, handling inbound and outbound telephone calls & electronic communication from customers and suppliers in relation to refrigeration issues. To liaise with operations colleagues, external contractors, suppliers and the customer to ensure the effective allocation of jobs to ensure completion within agreed timescales. Ensure the accurate recording of information on bespoke IT systems, the management of associated documentation, quotes and invoices in line with Company procedures and key performance indicators. Ensure compliance with associated statutory regulations.
Principle Accountabilities
- Representing the company in a professional and competent manner at all times and develop strong working relationships with colleagues and clients.
- Process inbound reactive refrigeration calls relating to Co-op account following up with appropriate outbound calls to field engineers, suppliers and contractors.
- Log information accurately on the bespoke database completing all relevant fields throughout each call/e-mail.
- Efficiently record and report on the contractual KPI's including parts, gas usage etc.
- Ensure that appropriate escalation procedures are followed with particular regard to Health and Safety related incidents
- Schedule field engineers to priority jobs and schedule contractual priorities via the appropriate field engineers.
- Monitor response times of field engineers and contractors to ensure job completion within agreed timescales.
- Continuously monitor Engineer activity to maximise efficiency.
- Communicate fluently and confidently with CBES Ltd colleagues, customers and Management without supervision
- Ensure effective written and verbal communication of all critical operational issues where required.
- Work as part of a team to deliver excellent service to the Customer
- Accurately process invoices and purchase orders
- Organise and prioritise work to maximise efficiency and achieve deadlines..
- Comply with any other reasonable management instruction.
Key Performance Indicators
- Management of outstanding jobs
- Accuracy of parts and gas usage reporting
- Efficiency of field Engineer scheduling
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