Service Coordinator, Aalsmeer

Service Coordinator/Help Desk Coordinator Ref: IN47333 A Japanese manufacturer is looking for a Help Desk Coordinator to support its customer service operations in the Netherlands. You will be responsible for managing service requests, coordinating support activities, and helping to deliver a high level of customer satisfaction. Ideally, you have experience in customer support, customer success, or system-based process improvements, and are comfortable working in a fast-paced, customer-focused environment.

Work type: office-based

Visa support: No

Type: Full-time role, initially 1-year contract (potential to become permanent)

Working hours: 38.5 hours per week (fully office-based)

Salary:€3,500-4,000/month + Holiday allowance (depending on experience)

Start: ASAP

Location: Aalsmeer, Netherlands (Office-based, possible to WFH 1/week after training)

Responsibilities

Log support requests from customers by phone and email, establishing the priority of issues.

Based on the status of the customer, allocate the appropriate engineer or application specialist to support the customer within an appropriate timescale.

Within the Help Desk team, prioritize, schedule, coordinate and, when needed, escalating all service calls.

Work and communicate with the Operations department to ensure that parts, ink and orders are placed, managed and expedited where needed to meet the needs of the visiting engineers and customers.

Promote and maintain service contracts with customers.

Support all admin tasks such as call management and closing, ad-hoc invoicing and job costing of parts.

Follow up on logged calls based on status, ensuring each request is tracked, escalated and resolved.

Communicate with customers to keep them updated on the status of their requests.

Communicate with engineers and support staff to ensure they are informed of tasks to be done and where changes need to be made.

Navigate complex situations with composure, working efficiently under pressure while maintaining a calm, solution-focused approach.

Ideal Candidate

Business level fluency in English, spoken and written.

Educated to MBO/HBO level.

Customer support administration for complex capital equipment for more than 5 years.

Ability to handle and prioritize tasks and maintain professional direct verbal and written contact with customers.

Experience with IT-related applications, such as Microsoft Office for spreadsheets and email, and ERP systems.

Able to work as part of a team, with liaison experience with other internal department members to enhance customer satisfaction and meet organisational goals.

Eligibility All applicants for the Service Coordinator must have the right to work in the country as the Company is not able to offer visa support.

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