Customer Service Specialist

The Repair Coordination is responsible for tracking all customer repairs sent to vendors, ensuring timely quote submission, monitoring approved repair progress, and maintaining clear communication with internal teams. This role plays a critical part in preventing delays, improving turnaround time, and ensuring seamless customer experience across multiple accounts and locations.

Key Responsibilities

1. Repair Quote Management

• Track all repair items shipped to vendors and ensure quotes are received on time.
• Follow up with vendors if no quote is received within 2 weeks.
• Send up to

  three

  follow-up emails for pending quotes.
• Escalate cases where no response is received after three attempts.

2. Approved Repair Monitoring

• Track and monitor all approved repairs through completion.
• Maintain visibility on the vendor’s estimated repair completion date.
• If repairs exceed the promised Sales Order due date, send follow-ups requesting:
• Updated ETA
• Tracking information
• Escalate cases with no response after three follow-ups.

3. Communication & System Updates

• Update internal systems with accurate quote statuses, ETAs, acknowledgements, and tracking details.
• Inform the Customer Service (CS) or Account Management team of any delays or issues that may impact customers.
• Escalate repeated vendor non-responsiveness to the sourcing team for resolution.

Role Goals

• Ensure

  timely receipt of repair quotes

  .
• Ensure

  on-time return of completed repairs

  .
• Maintain

  clear and consistent communication

  with internal teams.
• Reduce delays, improve turnaround efficiency, and prevent customer impact.

Skills & Qualifications

• Strong communication and follow-up skills.
• Ability to track multiple orders and deadlines.
• Basic understanding of repair/operations workflow (preferred).
• Proficiency in MS Excel and email communication.
• Attention to detail with strong organisational skills.