Basic information:

Company: Grafton Recruitment s.r.o.

Field: Customer Service

Job Type: Full time

Posted on: 09.05.2019


Negotiable salary



Service Coordinator for EMEA region

Job description

This role is a perfect opportunity to take the next step in your career if you’re passionate about technology and delivering optimal customer service results.

As a Service Coordinator, you will be responsible for the management and optimization of the company’s Warranty Exchange and Returns (RMA) Service Operations. The highest of customer service standards are expected to ensure cost effectiveness and process efficiency.

As Service Coordinator you will be responsible for:

  • Providing highest quality customer service and maintenance of customer relationships (monitoring customer satisfaction, ensuring warranty policies are met within product exchanges/returns)
  • Encouraging excellent working collaboration between customers, service centers and support providers (attending meetings with Corporate Customer Services, Service Centers and Support teams)
  • Coordinating and monitoring returns and inventory (creating RMA’s)
  • Suggesting and implementing improvement methods to processes
  • Encouraging training and development of processes withing regional Service Centers
  • Actively monitoring Service Center problems and ensuring efficient resolution
  • Coordinating between RMA related queries, Account Management problems, Technical Support and Finance
  • Compiling reports and statistics


  • A minimum 1 year of experience within the high-tech industry - customer service/reverse logistics experience is preferable
  • A high-school diploma or equivalent – college degree is preferable
  • Fluent English (C1) (French or Russian is a benefit)
  • Some working knowledge of CRM systems (Oracle/SAP) and good use of Microsoft Office (Excel, Outlook, PPT, Word)
  • Experience in working within an international environment is preferred
  • Ability to work both autonomously and within a team
  • Strong communication, decision-making and organisational skills


  • Bonuses
  • 25 vacation days per year
  • Fitness Allowance
  • Meal voucher (benefit level of CZK 110 per working day)
  • Employee Stock Purchase Plan (ESPP)
  • Employee Life Insurance
  • Employee Accidental Insurance
  • Supplementary Retirement Contribution

Other info:
Send us your CV in English and Czech if you have one.

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