Customer Service Coordinator (Back Office)

The Back Office Administrator supports the Service organization in the administrative management of service-related activities. The role ensures the correct handling of quotations, orders, contracts, billing plans, and service documentation, supporting the service team operating across the territory.

The position works closely with Service, Sales, and Finance, contributing to process efficiency, data accuracy, and compliance, with daily use of SAP S/4HANA and Salesforce.

Main Responsibilities:

• The receiving and registering of incoming customer calls whilst at all time maintaining a professional manner. Ensuring accurate recording of message and tasks
• Order spare parts for customers, engineers and stock ensuring records are kept up to date
• Manage and control local stock efficiently
• Coordinate with clients the occupational risk-prevention documentation required to obtain entry authorization for Malvern Panalytical technicians into their facilities
• Management of engineer Dispatch Console, using cases and Work Orders to track all activities
• Schedule Preventative Maintenance visits for all engineers on a monthly basis using the PM planner in SFL
• Quotations as per customers’ requests using the correct format ensuring that we have Terms and Conditions agreed
• Contracts administrator and Support agreement including quotes and at the end of warranty or contract end.
• Use SAP purchasing to raise requisitions as and when required
• To cover all business relevant tasks for absent staff in order to maintain business continuity
• Supporting return and repairs through correct systems.
• Monitoring and managing stock levels and audits across local service organization
• Preparation of quotations and maintenance contract offers
• Management of orders, order confirmations, and billing plans
• Monitoring invoices, installments, and contract due dates
• Administrative support for Public Administration documentation
• Support logistics activities (shipments, returns)
• Maintenance of service and commercial billing archives

What do you need to be successful in this role?

Skills:

• Sales and customer service experience (essential)
• Excellent verbal and written communication skills
• Native Italian and fluent in English
• Complaint resolution experience
• Strong organization and administrative abilities
• Strong IT skills (SAP, Salesforce, Office365)
• Attention to detail and accuracy

Competencies:

• Cooperation and Teamworking
• Adaptability
• Problem solving approach
• Self-organized

We provide market-leading, material characterization technologies for the world's most innovative companies, academic institutions, and government laboratories in the analytics of advanced materials.

We support our customers through their biggest challenges, from developing lifesaving vaccines to sustainable fuels. We wake up every day to delight our customers through innovation, high-quality solutions and workflows, and excellence in customer satisfaction.

We are a recognized leader for quality and insights in material characterization; winning customers with performance and keeping them with service. With more than 2,000 employees operating in over 20 countries across the world, and R&D sites in North America, Europe and Asia.

We are part of Spectris, a company which combines precision with purpose to equip customers to solve some of their greatest challenges to make the world cleaner, healthier and more productive. In 2025, Spectris acquired Micromeritics as part of Malvern Panalytical.