Customer Service Coordinator

Title: Customer Service Coordinator (WORD version )

Industry: Medical Instruments

Function: Customer Service

Value-Added Results Performance Standards

Coordination and scheduling • (Shared with team) 78% of all instruments are up by 48 hours.
• Reduce past-due PMC backlog by 25% over the previous year and complete PMCs prior to contract expiration.

• Scheduling PMCs with emergency calls.

• Prioritizing calls based on instrument knowledge, account type, urgency of call (down instrument vs. instrument running but exhibiting problems) and customer needs.

• Contacting all customers with instruments under warranty within 5 months from installation date to discuss service product options.

• Use all available tools to keep peers and management informed of the service activities of the district.

Customer focus and satisfaction • Answering all calls using professional and proper telephone etiquette.
• Keeping customers informed of service call status at the time of call, within 24 hours of receipt of call, or as changes in scheduling occur.

• Conducting post-service follow-up calls on sensitive accounts as required to provide customer good will.

• Placing follow-up calls on all installations (user-installed and company-installed) within 5 days of install date (for user-installed, within 5 days of ship date).

• Resolving internal and external customer inquiries or problems by utilizing reference materials and/or involving appropriate individuals/departments. If follow-up is required, customers are to be called back in 24 -hour intervals until the problem is resolved.

• Anticipating potential critical situations, assessing and acting on resolving the situation before it is a problem, keeping field and management informed of any critical situations.

Administration and system maintenance
• Accurate CSS database
• Enter redball orders on-line, inform engineers of back-order situation and follow-up if necessary.
• Update CSS on-line when changes are required (request status, instrument locations, contact name and phone numbers, bill to addresses, etc.), keep Agreements Associates informed of changes affecting agreements.

• Provide clear, concise information for the SAM report and submit it weekly.

• Review and analyze the Monthly Response Time Report and Missed Opportunities Report taking appropriate steps to resolve issues.

• Review Daily District Manager Summary Report to identify laptop errors, excessive service times, or excessive cost service calls.

• Complete Instruments Adds from Instruments Shipped Report weekly.

Value-Added Results	Performance Standards
Coordination and scheduling	• (Shared with team) 78% of all instruments are up by 48 hours. • Reduce past-due PMC backlog by 25% over the previous year and complete PMCs prior to contract expiration. • Scheduling PMCs with emergency calls. • Prioritizing calls based on instrument knowledge, account type, urgency of call (down instrument vs. instrument running but exhibiting problems) and customer needs. • Contacting all customers with instruments under warranty within 5 months from installation date to discuss service product options. • Use all available tools to keep peers and management informed of the service activities of the district.
Customer focus and satisfaction	• Answering all calls using professional and proper telephone etiquette. • Keeping customers informed of service call status at the time of call, within 24 hours of receipt of call, or as changes in scheduling occur. • Conducting post-service follow-up calls on sensitive accounts as required to provide customer good will. • Placing follow-up calls on all installations (user-installed and company-installed) within 5 days of install date (for user-installed, within 5 days of ship date). • Resolving internal and external customer inquiries or problems by utilizing reference materials and/or involving appropriate individuals/departments. If follow-up is required, customers are to be called back in 24 -hour intervals until the problem is resolved. • Anticipating potential critical situations, assessing and acting on resolving the situation before it is a problem, keeping field and management informed of any critical situations.
Administration and system maintenance • Accurate CSS database	• Enter redball orders on-line, inform engineers of back-order situation and follow-up if necessary. • Update CSS on-line when changes are required (request status, instrument locations, contact name and phone numbers, bill to addresses, etc.), keep Agreements Associates informed of changes affecting agreements. • Provide clear, concise information for the SAM report and submit it weekly. • Review and analyze the Monthly Response Time Report and Missed Opportunities Report taking appropriate steps to resolve issues. • Review Daily District Manager Summary Report to identify laptop errors, excessive service times, or excessive cost service calls. • Complete Instruments Adds from Instruments Shipped Report weekly.