Customer Success Planning Coordinator

Description

About Us

At Vivreau North America, and our sister company Mavea, we have a clear vision and mission to deliver high-quality water in a sustainable, environmentally responsible, and health-promoting way. With over 15 years in North America and backed by our parent company Brita SE in Germany, we are poised to expand on our business across the continent.

Vivreau embraces this simple idea: local water can be transformed to be even better than the heavily marketed bottled stuff, and at a tiny fraction of the footprint. Vivreau dispensers provide delicious, micro-filtered still, sparkling, and hot water without the need for plastic bottles or cans, making us a key partner to the Fortune 500, premium hospitality providers and healthcare. Vivreau’s Professional Filters are prevalent in coffee shops and cafes North America-wide, ensuring perfectly balanced ingredient water for coffee, espresso, tea, and combi-steam ovens. Together with our sister company Mavea, which is geared to the consumer market, we have kept billions of plastic bottles out of the landfall.

We are making a difference in the world and are looking for value-focused people to join us!

Currently, we're looking for a Customer Success Planning Coordinator to join our team.

Job Scope:

Customer Success Planning Coordinator, you will be responsible for planning and scheduling all internal and external technicians to ensure timely and efficient completion of installations, maintenance, and repair visits. Your primary focus will be on optimizing technician efficiency and effectiveness while prioritizing customer success.

Main Responsibilities

Scheduling and Coordination:

• Plan and schedule all internal and external technicians for installations, maintenance, and repair visits, ensuring optimal use of resources.
• Monitor and analyze technician schedules to maximize efficiency and effectiveness, reducing downtime and travel time.

Optimized Route Planning:

• Develop and implement efficient route plans for technicians to minimize travel time and maximize productivity.

Customer Communication & Satisfaction:

• Maintain clear and proactive communication with customers to confirm appointments, provide updates, and address any scheduling concerns.
• Act as an ambassador of the brand and prioritize customer satisfaction in each communication with clients.

Resource Management:

• Ensure that all necessary tools, parts, and equipment are available for technicians to complete their tasks efficiently.

Data Management:

• Keep accurate records of all scheduled visits, completed tasks, and customer interactions to support reporting and continuous improvement.

Problem Resolution:

• Address and resolve any scheduling conflicts or issues that arise, ensuring minimal disruption to customer service.

Performance Monitoring:

• Track and report on key performance indicators (KPIs) related to technician productivity, customer satisfaction and business goals.

Invoice Validation:

• Review and validate invoices for work completed by external technicians to ensure accuracy and compliance with contractual terms.

Collaboration:

• Work closely with other departments, such as customer service and technical support, to ensure seamless service experience for customers.

Requirements

Knowledge, Skills & Abilities

• Communication Skills: Excellent verbal and written communication skills to interact with customers and internal teams.
• Problem-Solving: Ability to troubleshoot and resolve customer complaints and product failure issues.
• Attention to Detail: High level of accuracy in processing orders and managing daily work schedule.
• Team Collaboration: Ability to work collaboratively with sales, and customer success teams.
• Adaptability: Flexibility to adapt to changing customer needs and maintenance/repair schedules.
• Time Management: Efficiently organizing and allocating time to prioritize and schedule tasks, appointments, and events to ensure smooth operations and optimal productivity.
• Multitasking: Handling multiple tasks simultaneously, such as coordinating appointments, adjusting schedules, and communicating with clients or team members.