Progress Team Co-Ordinator
Location: Acton, London
Department: Service Department
Job Type: Full-time
Reports to: Service and Sales Support Manager
Join a well-established, growing service team
Nelson is a long-established commercial catering equipment and warewashing business, supporting hospitality, education, leisure, and commercial clients across London, the South East and throughout the UK.
We are looking for a professional, organised and customer-focused Progress Team Co-ordinator to join our busy Service Department in Acton.
Job Summary
The Progress Team Coordinator is responsible for ensuring the smooth progression of service activities by managing quotations, parts procurement, supplier relationships, and customer communications. Acting as a central point between customers, engineers, suppliers, and the service department, the role ensures that parts and equipment are sourced efficiently, quotations are issued promptly, and service jobs progress without unnecessary delays.
The role will require you to be highly organised, commercially aware, and customer-focused, with the ability to manage multiple priorities while maintaining excellent attention to detail. The role plays a key part in maximising customer satisfaction, minimising equipment downtime, and supporting revenue growth through effective quotation management and sales conversion.
Key Responsibilities
Parts, Quotations & Customer Support
- Prepare, issue, and manage accurate and timely quotations for spare parts, repairs, equipment replacements, and service-related products.
- Liaise closely with the Service Team, Engineers, and customers to understand requirements, equipment specifications, and urgency of requests.
- Ensure all quotations reflect current supplier pricing, agreed margins, and company commercial policies.
- Follow up quotations proactively to maximise conversion rates and identify sales opportunities.
- Process and manage parts orders from receipt through to delivery.
- Obtain and manage quotation approvals in accordance with company procedures and customer requirements.
- Develop and maintain strong working relationships with parts suppliers and manufacturers.
- Source parts and equipment from approved suppliers, ensuring the best balance of cost, quality, and availability.
- Monitor supplier performance and maintain regular communication regarding order status and availability.
- Proactively chase supplier Estimated Time of Arrival (ETA) dates and provide regular updates to customers, engineers, and internal stakeholders.
- Resolve supply chain, delivery, and availability issues to minimise customer downtime.
- Maintain accurate records of quotations, orders, deliveries, and supplier communications within CRM and service management systems.
- Support the Service Department by ensuring parts availability aligns with planned maintenance visits, breakdown calls, and equipment replacement projects.
Job Progression & Service Coordination
- Monitor the status of ongoing service jobs and ensure all actions required to complete works are progressed efficiently.
- Liaise with engineers and service coordinators to identify outstanding parts, quotations, approvals, or customer actions delaying job completion.
- Ensure all required parts and materials are available ahead of scheduled service visits.
- Provide regular updates to customers regarding job progress, parts availability, and expected completion dates.
- Escalate delays, supply issues, or customer concerns to management where necessary.
- Assist in reducing work-in-progress levels by proactively managing outstanding quotations, orders, and customer approvals.
Customer Relationship Management
- Deliver a high level of customer service through professional and timely communication.
- Build and maintain positive relationships with customers, suppliers, and internal stakeholders.
- Act as a point of contact for customers requiring updates on quotations, parts orders, and ongoing service works.
- Ensure customer expectations are managed effectively throughout the service process.
Commercial & Sales Support
- Identify opportunities for additional sales, equipment replacements, and service enhancements.
- Support the conversion of quotations into orders through proactive follow-up and customer engagement.
- Work closely with management and service teams to maximise revenue opportunities.
- Contribute to departmental profitability through effective purchasing and margin management.
Administration & Reporting
- Maintain accurate and up-to-date records within CRM, ERP, and service management systems.
- Produce reports on quotation activity, conversion rates, supplier performance, and work-in-progress status.
- Ensure all documentation relating to quotations, orders, deliveries, and supplier communications is correctly filed and maintained.
- Support management with operational reporting and business performance analysis.
Key Performance Indicators (KPIs)
- Quotation turnaround times.
- Quotation conversion rates.
- Parts order accuracy and delivery performance.
- Work-in-progress reduction.
- Customer satisfaction levels.
- Supplier performance and responsiveness.
- Margin achievement on quoted works.
- Accuracy of CRM and service system records.
- Job completion times and reduction of service delays.
Pay: £28,000.00-£32,000.00 per year
Benefits:
- Company pension
- On-site parking
- Transport links
Work Location: In person
