Back Office Coordinator

Core Responsibilities

1. Customer Communication & Support

• Handle customer queries related to service, warranty, and repairs.
• Provide timely updates on service status and escalate issues when necessary.

1. Service Coordination

• Coordinate with Area Service Managers (ASM) and Authorized Service Centers (ASC) for job allocation and completion.
• Ensure adherence to service SLAs and quality standards.

1. Job Card & Documentation Management

• Verify and process job cards, invoices, and warranty claims.
• Maintain accurate records in the service management system (CRM/ERP).

1. Parts & Logistics Support

• Assist in spare parts ordering and tracking for service jobs.
• Ensure timely delivery of parts to ASCs and monitor inventory levels.

1. Data Reporting & Analysis

• Prepare daily/weekly/monthly reports on service performance, pending jobs, and customer feedback.
• Analyze trends to identify areas for improvement.

1. Compliance & Policy Adherence

• Ensure all service processes comply with company policies and warranty guidelines.
• Handle escalations as per defined protocols.

1. Financial Reconciliation

• Support in processing payments to ASCs and managing credit/debit notes.
• Validate service claims and ensure accurate billing.

Key Skills Required

• Strong communication and customer handling skills.
• Knowledge of service management systems and MS Office.
• Ability to multitask and manage time effectively.
• Analytical mindset for reporting and process improvement.