Customer Service & Logistics Administrator

Job DescriptionJOB PURPOSEBe responsible for spare parts management, including purchasing, stock control (inventory), and shipments.Coordinate the installations in close cooperation with the service field team and office personnel to ensure the Service business efficiency and in line with corporate strategy.Ensuring our customers will have the best ownership experience possible.ResponsibilitiesKEY TASKS & RESPONSIBILITIES The primary responsibilities are to manage spare parts procurement, on time delivery, and stock control.Provide an excellent level of delivery to Instron customers, Field Service Engineers and Field Service TechniciansLiaise with factories (Norwood, High Wycombe, Darmstadt, Turin) to order spare parts and factory repairsEnsure stock level is maintained within the Service objectives regarding both availability of parts and costsMaintain a clean and efficient storage areaEnsure physical stock take as requested by the companyEnsure that the Service Management software systems (Alliance, IFS) are maintained with the correct informationManagement of calibration kits:Organise the borrowing of shared calibration kits when neededManagement of calibration kits when re-calibration is requiredSupport to customer technical requests:Prepare field quotation in case of repair/parts replacement/trainingCoordinate the technical requests between customer & the related COE. Ensure that answers are provided in a timely mannerIn case of Instron Connect Request: contact the customer within 2 hours after the request has been received by email in our generic inboxOpen escalations when required and follow-up on themCoordinate the Installation process:Create the shared folder in Teams when Sales is sending a new installation (machine or OTC)Send the checklist and pre-installation manual to CustomersShare COA with Sales Admin team once the installation is completedPerform any other related duties as may be required from time to timeTechnicalKEY COMPETENCIES (INCLUDES SKILLS) Computer literacy, with a good knowledge of word processing packagesGood understanding of stock management and logistical processGood organizational and communication skills with an aptitude for good customer relationsFluency in English and Dutch (reading, writing and speaking). Fluency in French would be an advantage.GeneralOrganizational: be well organized, fully focused on objectives and able to interact with all levels of the organization as required to get the job donePrioritization: be able to prioritize through the evaluation of open tasks and our customer needsSelf-starter: be proactive and able to work with minimum supervisionAbility to work under pressure and provide an efficient service to competing demandsVery good communication skills with a strong aptitude for good relationshipsCustomer oriented: Able to create and sustain a culture that puts a high priority on responsiveness to customer needs and that values a high degree of customer satisfactionTeam player: can energize and enthuse teams around a common goal or purpose, working well as a team playerQualificationsSchool qualification or office-based apprenticeship. Any degree level or equivalent qualification in logistics, would be a plusIdeally some experience in logistics operationsMicrosoft Office programs, including but not limited to Excel and WordAdditional relevant professional training/qualification would be preferredKey ExperiencesCan demonstrate participating in continuous improvement processesDetailed knowledge of Couriers’ / Carriers’ consignment systemsKnowledge of the procedures appropriate to the correct processing of Sales & Service ordersCan demonstrate delivering on and exceeding on set KPI’sWorked within a small team fulfilling a variety of tasks, able to change quickly between different job requirementsCan demonstrate excellent communication within a similar role working across multiple countries/offices and within a matrix organizationExperience of preparing all order and shipping documentationCan demonstrate excellent administrative and organizational skillsAfter-Sales experiencePhysical RequirementsThe role requires some moderate physical activity. The required tools will be supplied, and heavy lifting of objects can be arranged as is necessary.