Company: MasterMover Ltd
Location: Ashbourne, Derbyshire
MasterMover is a leading provider of innovative material handling solutions. With a focus on electric tugs and automation, we empower companies to enhance productivity and safety. Our patented products are used by leading global industrial brands to improve workplace efficiency. With our global headquarters in the UK and operations across the USA, France, Germany, and an extended partner network, we have an exciting future ahead.
As Service Coordinator, you will be a central point of contact for direct customers and service partners, coordinating and progressing service enquiries. You will ensure a consistent, high quality customer experience through effective case management, cross-functional collaboration, and timely resolution of service and parts requests.
- Manage and coordinate UK service requests, ensuring timely resolution and clear communication throughout.
- Maintain accurate records of all service cases within CRM and service tracking systems.
- Provide proactive updates to customers and internal stakeholders.
- Follow internal processes to ensure technical requests and customer parts orders are processed efficiently.
- Collaborate with internal teams including Parts Operations, Technical Support, Machine Sales, Warranty, Marketing, Production and Engineering to resolve issues.
- Coordinate with Service Controllers and service partners to support onsite servicing and repairs.
- Monitor service enquiries and case status, escalating trends, recurring issues or risks where appropriate.
- Assist with service reporting, performance metrics and management reviews.
- Identify process inefficiencies and contribute to continuous improvement initiatives.
- Provide general administrative support to the Service department and support ad hoc projects.
We are looking for a highly organised, customer-focused individual who thrives in a fast-paced, process-driven environment. You will be proactive, calm under pressure, and confident managing multiple priorities while maintaining excellent service standards.
- Experience in a service coordination, helpdesk, customer service, or operations role.
- Strong organisational skills and the ability to manage multiple open cases simultaneously.
- Excellent written and verbal communication skills.
- Customer-first mindset with a proactive and solutions-focused approach.
- Ability to build strong working relationships across multiple departments.
- Experience using CRM systems (Salesforce, HubSpot or similar).
- Strong attention to detail and commitment to accurate data management and reporting.
- Excellent time management and prioritisation skills.
- Ability to remain calm and professional when handling escalations or difficult situations.
- Experience coordinating field technicians or service partners.
- Continuous improvement mindset with experience identifying and implementing process improvements.
- Be part of a growing, innovative global business.
- Work with industry-leading products and customers.
- Collaborative and supportive team environment.
- Opportunities to contribute to process improvements and service excellence.
