Looking for 'Sales & Service coordinator' !! Goregaon East !!

Department: Sales & Service

Reports To: Head – Customer Care

1. Role Purpose

The Sales and Service Coordinator is responsible for seamless coordination of spares sales, service requests, and customer support activities.
The role ensures timely response to customers, accurate spares identification, smooth service execution, and proper closure of service and commercial activities, while acting as a bridge between Customers, Service Engineers, Stores, Purchase, and Accounts.

2. Key Responsibilities

A. Spares Sales Coordination

• Receive and register spares enquiries from customers.
• Coordinate with Service, Design, and Stores to identify correct part numbers, specifications, and compatibility.
• Prepare and issue spares quotations in coordination with Sales / Accounts.
• Follow up with customers for order confirmation and payment.
• Coordinate with Stores and Dispatch to ensure on-time delivery of spares.
• Maintain spares enquiry, quotation, order, and dispatch records.

B. Service Coordination

• Register service calls, breakdown complaints, and service requests.
• Coordinate allocation and scheduling of service engineers based on priority and availability.
• Ensure service visit planning, including spares, tools, and documents.
• Track service execution and ensure timely closure of service calls.
• Follow up with customers for service feedback and satisfaction confirmation.

C. Inter-Departmental Coordination

• Coordinate with Service Engineers for technical inputs and spares requirements.
• Liaise with Stores and Purchase to ensure availability or procurement of required spares.
• Coordinate with Accounts for invoicing, payment follow-up, and service billing.
• Escalate critical service issues to Service Head for timely resolution.

D. Documentation & MIS

• Maintain service call logs, spares sales records, AMC details, and warranty status.
• Ensure service reports, job cards, and customer acknowledgements are received and filed.
• Prepare and submit weekly and monthly MIS reports (open calls, response time, spares sales, pending payments).
• Support audits by maintaining proper documentation and traceability.

E. Customer Communication & Support

• Act as the single point of contact for customers for spares and service coordination.
• Ensure professional, timely, and clear communication with customers.
• Keep customers informed about service schedules, spares delivery, and closure status.
• Support resolution of customer complaints and follow up on corrective actions.

F. Process Discipline & Continuous Improvement

• Ensure compliance with ISO 9001:2015 requirements related to service and spares.
• Support implementation of standard service processes, formats, and checklists.
• Identify opportunities to improve response time, coordination efficiency, and customer satisfaction.
• Participate in Kaizen and continuous improvement initiatives within the department.

3. Key Deliverables / KPIs

• Timely response to spares enquiries and service calls.
• On-time spares dispatch and service execution.
• Reduction in pending service calls and follow-ups.
• Accurate documentation and zero billing errors.
• Improved customer satisfaction and repeat spares business.
• Compliance with service-related quality processes.

4. Skills & Competencies

• Strong coordination and follow-up skills.
• Basic technical understanding of machine tools and spares.
• Good communication skills (customer-facing).
• Ability to work with ERP / Excel / service tracking systems.
• Organized, disciplined, and customer-oriented approach.

5. Behavioral Expectations

• High ownership and accountability.
• Customer-first mindset.
• Structured and calm handling of service situations.
• Integrity and accuracy in communication and documentation.
• Positive attitude towards learning and improvement.

Job Types: Full-time, Permanent

Pay: ₹20,000.00 - ₹27,000.00 per month

Benefits:

• Provident Fund

Work Location: In person