Customer Service Coordinator (Planner)

Our solutions are a key part of most industries - electronics, medical research, renewable energy, food production, infrastructure and many more. Working with us means working with the latest technologies and groundbreaking, sustainable innovations.

Join us on our journey for a better tomorrow.

Mission:

To deliver efficient and accurate support to CTS customers by ensuring precise scheduling and proactive forward planning. All gathered information must be accurate and consistently synchronized with other divisions. This role requires close collaboration with the service operations team, sales team, logistics, and administrative departments to ensure a seamless end-to-end customer experience and to achieve departmental goals and KPIs.

Job Responsibilities:

• Ensure accurate and efficient scheduling of job deployments, including but not limited to service order numbers, parts availability, customer requirements, FSE (Field Service Engineer) availability, permits, and other job execution prerequisites.
• Maintain optimal FSE utilization through forward planning of at least two weeks.
• Monitor and ensure achievement of KPIs such as WIP, PCNF, CNF, backlog, system corrections (e.g., man-hours, incorrect codes), MAM synchronization, proper tagging of productive and NPH hours, Vanstock accuracy, and other operational support metrics.
• Ensure timely submission of all required documents to the admin team for invoice processing.
• Maintain a digital archive of all service-related files, including invoices, visit reports, delivery receipts, certificates of completion (COC), and other documents necessary for billing and audit purposes.
• Accurately process and monitor parts orders to ensure timely delivery.
• Proactively manage service plan customers by ensuring orders are booked and scheduled efficiently, with forward planning covering the current month plus two months ahead.
• After contract creation and the initial visit, ensure that subsequent visits are processed via Auto Open and actively monitored by the planner.
• Respond to all customer and stakeholder inquiries within 2–4 hours.
• Support the achievement of revenue targets and forecasts.
• Actively participate in regular team meetings to address concerns, share best practices, recognize team achievements, and contribute to process improvements.
• Attend customer collaboration meetings as needed, demonstrating professionalism and diligence.
• Adhere to standard processes and procedures as outlined in the Atlas Copco Management System.
• Perform duties in alignment with Atlas Copco standards, striving to meet or exceed customer expectations.

Sustainability Responsibilities:

• Conserve environmental and company resources by utilizing digital work instructions and tools.
• Actively report risk observations through Bwise or as directed by the SHEQ (Safety, Health, Environment, and Quality) supervisor.
• Participate in health and safety programs and comply with all SHEQ policies and guidelines (refer to Quality Management in SharePoint).

Performance and Development:

• Engage in individual training and development programs via Learning Link.
• Participate in employee engagement initiatives such as Kapehan, team building, bootcamps, toolbox meetings, and ACEC.
• Provide constructive feedback to your immediate manager, share innovative ideas, and report any violations of the Business Code of Practice (BCOP) involving internal or external stakeholders.

Other Duties:

• Perform additional tasks as assigned, based on appropriate training, experience, qualifications, and available resources.

Experience:

• Desirable working experience in a similar industry as customer support doing planning, scheduling, admin support, project management, and the like. 

.

Knowledge:

• Computer proficiency  
• Proficient in Microsoft applications such as Excel, Word, PowerPoint, Outlook, etc. 
• Knowledge in SAP, Power BI and other ERP 
• Excellent communication and presentation skills both written and verbal 
• Customer Relationship / Retention skill / Coaching and Mentoring 
• Product technical knowledge 

Education Requirements:

• Bachelor’s degree in engineering, business or equivalent 
• Demonstrated success in providing customer support and customer relationship management. 
• Proven customer centric attitude and ability to adapt/respond to different customer needs. 
• Ability to write clearly and concisely. 
• Demonstrated ability to work effectively under different conditions and locations. 

Thrives in dynamic, uncertain, and fast-moving environments

In return, we offer you

Benefits upon hire:

• Life insurance
• Group Life Insurance
• HMO

• Online Training Programs
• Personal Accident Insurance

• Travel insurance for overseas training
• Coffee allowance
• Shuttle service
• Birthday Token
• Training and opportunities to travel abroad
• Christmas GC
• Company Events

Benefits upon regularization:

• Monthly rice allowance
• Vacation and sick leave credits
• Anniversary Leave
• Service Award
• Additional leave depending on years of service
• Health care program
• Medicine Allowance
• Medicine Subsidy
• Retirement plan
• Uniform
• Wedding gift
• Christmas groceries (GC)
• Service Vehicle

Other Perks:

• Merit increase
• Variable compensation
• Free medical exam

• A friendly, family-like environment
• Plenty of opportunity to grow and develop
• A culture known for respectful interaction, ethical behavior and integrity.

• Access to global Job opportunities, as part of Atlas Copco Group

Diverse by nature and inclusive by choice

Bright ideas come from all of us. The more unique perspectives we embrace, the more innovative we are. Together we build a culture where difference is valued and we share a deep sense of purpose and belonging.