Job Description
Role: Customer Experience & Service Coordinator
Ref No: 3085-FTO / 3086-FTO
Location: Surrey, UK (Hybrid - 2-3 days office)
Salary & Package: Circa £30k + exceptional company benefits program.
Reporting to: Customer Care Manager
Industry: Commercial Fitness
This is a rare and exciting opportunity for a talented Customer Experience & Service focused professional to join a leading brand within the global, commercial fitness industry. You will co-ordinate and manage the successful delivery and installation of all customer orders from order entry through to install completion. Taking ownership and supporting customers by being the first point of contact for after sales to include servicing of equipment, ordering parts and actioning technical requests.
Responsibilities:
- Process equipment orders and support customers through delivery, installation, and after-sales service.
- Coordinate delivery and installation with external partners.
- Handle customer service, parts, and technical requests.
- Process parts orders from start to finish.
- Ensure timely and complete order processing, including invoicing, reclamations, and returns.
- Set up new customer accounts.
- Create quotes for orders, service, and parts.
- Manage purchase orders and spare parts stock.
- Plan maintenance and check-up visits.
- Work closely with sales, field service, supply chain, logistics, and control teams.
- Support with Salesforce (SFDC).
- Fulfil contractual obligations.
- Maintain customer portals.
- Process team and KPI reporting, ensuring KPIs are met.
- Maintain the order book and support sales with accurate delivery dates.
- Process inbound and outbound invoices.
- Handle administrative tasks.
- Collaborate with the EMEA Customer Care Hub to review and improve processes.
What We're Looking For:
- Relevant business or technical education or equivalent experience
- Minimum 3 years in customer service, orders, or logistics
- Strong customer-oriented attitude
- Understanding of field services and supply chain processes
- Ability to read technical diagrams.
- Proficiency in MS Office, SAP, and Salesforce (SFDC)
- Highly organised with a positive attitude, even under stress
- Excellent communication and negotiation skills
- Team player with accountability
- Ability to work independently.
- Fluent in English; additional languages are a plus.
- Interest in sports and technical sport products
- Fitness industry experience is beneficial but not essential.
- Comfortable working in an office environment.
- You must be eligible to work in the UK.
If you are confident that you are the person we are looking for, please send your application and resume directly to Adam Smithers at adam.smithers@followtheoak.co.uk