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Front-End & Service Support Coordinator

An incredible opportunity awaits you as Front-End & Service Support Coordinator! The Front-End & Service Support Coordinator is responsible for aiding and supporting customers in a front-line manner. They will be the first line of contact for all incoming emails and phone calls for the region. The Front-End & Servce Support Coordinator is the "go-to" person for all front-line customer communications, ensuring all customers receive timely and accurate responses. This position requires vast customer support skills as it requires frequent contacts with customers and internal colleagues from all offices. This Coordinator will work as a liaison with the Spare Part and Service Support team to accurately fill customer needs.

Responsibilities / Tasks:

  • Answer all incoming phone calls coming into the regional service desk phone line and route them to the correct person or team for service/assistance
  • Review all incoming emails coming into the regional service desk email queue and respond or route to the correct person or team for service/assistance
  • Required to take part in 24-hour emergency rotation to support regional service desk emails and phone calls outside of normal business hours – this rotation is typically 1 weekend a month
  • Participate in 2 daily handover meetings with Norway and Singapore offices
  • Direct interface with customers and other internal departments
  • Open service projects and sales orders
  • Maintain and file records of service for reporting purposes.
  • Request purchase orders from customers and confirm for accuracy.
  • Review project information for accuracy.
  • Other tasks and projects as assigned

Authority:

  • Manage all phone and email communication as Front-End Coordinator for the KM support service desk
  • Suggest process and procedure improvements to management
  • Talk directly with customers to collect unpaid debt.

Competence:

 

  • Minimum of 3 years’ experience in Customer Service or Finance
  • Knowledge of KM Worldwide organizations, products, deliveries, and customers a plus
  • Maritime experience a plus
  • Committed and reliable
  • Experience with Microsoft Dynamics or other Windows-based ERP systems is a plus 
  • Knowledge of operating a PC and working with Microsoft Office
  • Ability to manage time and meet required deadlines
  • Fluent in the English language
  • Excellent written and verbal communication with both internal and external customers
  • High level of customer service skills
  • Ability to be self-sufficient
  • Positive attitude and ability to work well with others

Work Location:
New Orleans, Louisiana

 

What We Can Offer:

  • Competitive compensation packages
  • Fully subsidized health & welfare benefits with an option of a high deductible plan which includes an employer contribution towards your health savings account
  • Fully subsidized dental and vision coverage
  • Up to 5% employer match program
  • Flexibility with Paid Time Off
  • Career growth opportunities
  • Safe and collaborative culture

 

Kongsberg Maritime is a technology pioneer, enabling a more sustainable future for our oceans. Our zero-emission integrated technologies advance the maritime industry and solve our customers' toughest problems. With unmatched competence, domain knowledge, innovation, and market reach, we are the trusted maritime partner. Headquartered in Kongsberg, Norway, the company has manufacturing, sales and service facilities in 35 countries

Our Global Customer Support division is responsible for Kongsberg Maritimes services, upgrades and support in the aftermarket. Our 3000 employees are present in 35 different countries around the world. During the operational lifetime of more than 30.000 installations, we ensure cost-efficient delivery of services, upgrades and spare parts in order to secure availability and predictability to our customers.

KONGSBERG is a leading global technology group. Throughout our proud two hundred year history, we have continuously advanced, applying innovative solutions to the needs of our customers, partners and society at large. We believe diversity is our strength. By fostering an inclusive and diverse culture we nurture and ensure space for different perspectives and ideas. We are determined in our work to mature and improve our ability to utilize our diversity and culture of differences to create positive business results.

Protechting people and planet

 

KONGSBERG provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.