Summary

As a Service & Project Coordinator, you will play a pivotal role in ensuring exceptional customer experiences across Northern Europe, specifically for our Production Software used in the manufacturing and production sectors. Acting as the central point of contact between customers, internal teams, and external partners, you’ll manage onboarding, coordinate service delivery, and support the execution of customer service strategies that drive satisfaction and loyalty.

This is a fully remote position, allowing you to work from anywhere within the UK.

Job Responsibilities

• Serve as the primary liaison for customer communication, ensuring timely and accurate responses to inquiries and requests.
• Coordinate with internal departments (e.g., Sales, Technical Support team, Service Managers, SOP, Finance) to resolve customer issues efficiently.
• Monitor service delivery timelines and proactively communicate updates to customers.
• Maintain accurate records of customer interactions, service requests, and resolutions in CRM systems.
• Support the onboarding of new customers and ensure a smooth transition into service.
• Assist in the preparation of customer reports, dashboards, and performance metrics.
• Identify recurring issues and escalate them for process improvement.
• Contribute to the development and continuous improvement of customer service processes and documentation.
• Support training initiatives and knowledge sharing within the team.

Qualifications

• Proven experience in a customer-facing coordination or support role (2–4 years preferred).
• Strong communication and interpersonal skills with a genuine customer-first mindset.
• Excellent organisational and multitasking abilities, with a keen eye for detail.
• Proficiency in CRM systems (e.g., Salesforce, SAP, or similar) and Microsoft Office Suite.
• Ability to work collaboratively across teams and manage multiple priorities in a fast-paced, dynamic environment.
• Strong analytical skills and the ability to interpret data to enhance service delivery.
• A proactive, solution-oriented approach with enthusiasm for continuous learning and process improvement.
• Experience in a technical or service-oriented industry is an advantage.
• Fluency in English; additional European languages are beneficial.