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Customer Services Representative

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Last Updated Date: Jan 13, 2022

Location: Leigh, LAN, GB

Company: Doosan Corp

Job Information

Position Summary:  This role needs to understand the equipment rental and construction businesses and markets. Succesfull candidate will manage and plan the activities of DIUKL service engineers and 3rd party service centres, prepare and submit warranty claims and raise invoices for chargeable work. Maintain accurate records of work undertaken and costs incurred. Liaise directly with customers to ensure highest levels of service are maintained. 

Role & Responsibility

Customer Service:

Conduct the planning of service work to all direct accounts.

  • To effectively plan the service work for both DIUKL service engineers and 3rd party contractors.
  • KPI: To manage service and repair work in the most cost effective way without detriment to service levels.

Accurate and timely submission of warranty claims and invoices.

  • Responsible for the submission of all warranty claims and the raising of invoices for chargeable work.
  • KPI: To submit warranty claims within proscribed timescale and monitor claim payment. To invoice chargeable work in a timely manner.

Measure response times and maintain accurate records.

  • Response times to be monitored for both internal staff and work undertaken by dealers. .To liaise directly with customers keeping them informed as to progress of job.
  • To maintain and monitor accurate records of response times. To ensure response times are adhered to and customer satisfaction maintained.

Job Requirement

  • Experience in customer service or similar areas: 2>5 years
  • Technical background or familiar with technical field
  • Experienced in system driven warranty systems and detailed record keeping.
  • Relevant experience in a process based multi-national, environment is a plus  
  • A good communicator with excellent organizational skills and record management. Disciplined in time management and used to working to strict deadlines.
  • Experience in dealing with functionally different teams
  • Global Breadth: Operating in UK only
  • Fluent English 

 

 

 

Others

Must be motivated to overcome road-blocks whether internal or external through developing relationships with relevant internal colleagues. Key focus areas are warranty claim submissions, time allocation of the service engineers and closing off these jobs and chargeable jobs in a timely fashion.