Coordinator Customer Service (m/w/d) part-time possible (min. 32 hour per week)

Heidelberg Engineering GmbH • Heidelberg

Heidelberg

from today

Your responsibilities

As Coordinator Customer Service, you will ensure the structured handling of incoming customer inquiries and support the service organization in coordinating and prioritizing service cases. A particular focus is on maintaining hotline availability and actively managing the case queue.

Hotline & Case Queue Management

Receiving and initial triage of incoming customer inquiries via the hotline and service channels
Recording and structured documentation of service cases in the CRM system (SFDC)
Active management and prioritization of the case queue
Assignment of service cases to Field Service or Remote Support
Ensuring structured and timely processing of incoming cases

Coordination & Escalation Management

Coordination of incoming service requests between customers, Field Service, and Remote Support
Tracking of open service cases and ensuring their resolution
Support with escalation coordination for critical service cases
Point of contact for Sales regarding open or escalated service cases

Operational service support

Support in planning and coordinating installations and maintenance
Supporting Service Admins with administrative service processes
Supporting the Head of Service & Support with organizational and operational matters
Ensuring transparent communication with customers regarding the status of ongoing service cases

Your profile

Successfully completed commercial or technical training
Practical experience in customer service, support, or a coordination role is a plus
Structured approach to work and strong organizational skills
Proficiency with CRM systems and MS Office
Proficiency in both spoken and written German and English

It's that easy to apply!

Step 1: Your online application
Simply click on “Apply” and fill out the short application from. This only takes less than three minutes and can also be done on your mobile phone.
Step 2: First Interview
We will get back to you as soon as possible. If there is a fit, we will invite you to a first online interview.
Step 3: In-person interview
If the first meeting went well, we will invite you to another meeting in the office.
Step 4: It's a match? Welcome to Heidelberg Engineering!
You get all documents and information you need for your start and onboarding. We look forward to having you in our Team soon!

Apply now

Our benefits

Employee jubilees:

To show our appreciation, we reward our longstanding employees for company anniversaries and retirements.

Bike leasing:

Whether e-bike or city bike – we offer a bike leasing opportunity to support the health of our employees and to contribute to CO2 neutrality.

Company pension scheme:

We support you in your retirement plans so that you can look forward to the future.

Employee events:

Summer and Winter events, team events or simple after-work get-togethers contribute to a supportive and collaborative culture.

Family business:

Our corporate culture can be described as international environment with a family-like working atmosphere in which you can contribute with your individual skills.

Feedback interviews:

We consider a constructive, reciprocal, and continuous feedback culture as essential for your further development and career planning.

Healthy snacks and hydration:

A weekly delivery of fresh fruits, as well as free water, tea and coffee on site provide you with a good start into the day and boost your energy.

Job ticket:

We support you with our subsidized job/Germany ticket and thereby promote an ecological alternative.

Mobile working:

We offer mobile working options for a better work-life integration and flexibility.

Modern work conditions:

We offer flexible working hours on a trust basis, 30 days of annual leave (based on a 5-day week) and additional leave days for special occasions.

Onboarding process:

Heidelberg Engineering provides you with an individual training plan for your successful onboarding.

Parking opportunities:

Whether by bike, scooter or car – we offer opportunities for parking spaces as well as a separate room to store your bike.

Stay fit:

You can join Pfitzenmeier, Venice Beach, FitBase and Urban Sports Club with our fitness subsidy. With a wide range of gyms, classes and locations, there are plenty of opportunities for you to enjoy.

Top location:

Our attractive location in Heidelberg with direct access to the freeway, public transport and Heidelberg's main railway station make your journey both faster and less complicated.

Training and development opportunities:

Lifelong learning and continuous professional development are among the success factors in the dynamic environment in which we operate. That's why we offer a digital learning platform to expand your professional, social, methodological, and personal skillset.

Corporate Benefits:

Via our free access to our own Corporate Benefits platform we provide several discount codes for our employees with over 800 different brands in various categories such as travelling, fashion, technology, food, mobility, finance, leisure activities and many more.

Do you have any questions?

Feel free to contact our HR Team. E-Mail copied! Copy E-Mail?

Could we convince you?