Senior EMEA Customer Care Coordinator

Senior EMEA Customer Care Coordinator

Location: Staines, UKType: Full-time Office-basedReports to: Senior Manager, EMEA Global Service Logistics

Are you a proactive, customer-focused professional with a passion for logistics and service excellence? We're looking for a Senior EMEA Customer Care Coordinator to join our Global Service Logistics (GSL) team and play a key role in managing RMA (Return Material Authorization) processes, coordinating field support, and ensuring top-tier service delivery across the EMEA region.

What You'll Do:

• Manage day-to-day RMA advance replacements and return shipments.
• Provide high-level support to Platinum customers, including dispatching Field Engineers globally.
• Coordinate 24/7 global service coverage, including weekend on-call support.
• Collaborate with Engineering, IT, and Sales to support contract renewals and customer requirements.
• Produce monthly reports, identify data errors, and maintain accurate customer records.
• Build strong relationships with partners and third-party vendors.
• Use systems such as Salesforce, SAP, ServiceNow, and Google Suite to manage operations.

What We're Looking For:

• 5+ years of experience in RMA administration or order management, ideally in high-tech service logistics or field engineering.
• Strong attention to detail and analytical skills.
• Excellent multitasking and prioritization abilities.
• A self-starter with a customer-first mindset.
• Willingness to work outside regular hours, including weekend pager duty (4-6 hours).
• Proficiency in Salesforce, SAP, ServiceNow, and Google Workspace.
• Comfortable commuting to our Staines office.