Customer Service Coordinator

AMC Management:

• Maintain database and records of AMC customers.
• Track AMC expiry dates and initiate timely renewal activities.
• Send AMC renewal quotations, reminders, and follow-up communications.
• Coordinate with customers for AMC renewal confirmations and documentation.
• Prepare and maintain AMC renewal status reports.

Preventive Maintenance Scheduling

• Plan and schedule preventive maintenance visits as per AMC commitments.
• Coordinate with service engineers and customers for visit appointments.
• Ensure service reports are collected and updated after completion of scheduled visits.
• Monitor service schedules to avoid delays and missed visits.

Complaint Handling & Service Coordination

• Register, track, and coordinate customer complaints.
• Handle service requests from:
• In-Warranty Customers
• Out-of-Warranty Customers
• AMC Customers
• Allocate service calls to engineers and monitor closure status.
• Maintain regular communication with customers regarding complaint resolution.
• Ensure timely escalation of unresolved issues.

Repair Coordination

• Track products, equipment, or parts sent for repair.
• Follow up with vendors, repair centers, and service teams regarding repair status.
• Update customers on repair progress and expected delivery timelines.
• Coordinate return of repaired items to customers.

Quotation & Documentation

• Prepare service quotations, repair estimates, AMC proposals, and related documents.
• Send quotations and follow up for approvals.
• Maintain proper records of quotations, contracts, and service documentation.

Payment Follow-Up

• Coordinate with customers for outstanding AMC payments and service invoices.
• Send payment reminders and follow-up communications.
• Work closely with the Accounts Department for invoice tracking and payment reconciliation.
• Maintain records of outstanding receivables and collection status.

Purchase Support

• Assist the Purchase Officer in preparing Purchase Orders (POs) in the prescribed company format.
• Coordinate with vendors for purchase-related documentation.
• Maintain records of purchase requests, PO copies, and supplier communications.
• Follow up on material delivery status as required.

MIS & Reporting

• Generate periodic reports on:
• AMC Renewals
• Service Calls
• Preventive Maintenance Activities
• Complaint Status
• Repair Tracking
• Payment Collections
• Maintain accurate records in ERP/CRM systems, Excel sheets, or company software.