Job Title:  Service Coordinator

Job Purpose

Coordinate and execute administrative and supportive account, sales and service activities. Handle questions, complaints and requests from customers, within company policies and procedures, in order to support the unit in realizing commercial objectives and contribute to customer satisfaction

Essential Duties and Responsibilities

Follows all company policies and procedures as listed, but not limited to:
Warranty, safety, environmental, OSHA, DOT Hazmat, and ISO9000.

• Improving service image & satisfaction
• Receiving service calls
• Dispatch service calls to techs one at a time
• -Service time and utilization admin
• -Service invoicing 
• -Administer PMA program/reports
• -Coordinate service parts pickup for service tech and customers
• -Service Inventory Control
• -Used equipment management admin
• -Service call follow ups
• -Service marketing support
• Service reporting:
  •     Log all service calls on our service request program in a timely fashion
• Stock reordering
• Special service customer programs
• Organizes and maintains service file system and files correspondence and other records
• Prepares outgoing service mail and correspondence, including e-mail and faxes
• Maintains a safe, orderly, and clean working environment.
• Attend forklift operators training course to be able to accept and release shipments
• Enter inventory receipts and shipments in computer system and participate in physical inventory two times per year minimum, including reconciliation.
• Sales order management, enter sales orders as quote, provide order status, scheduled ship date, actual ship date, pro number, proof of delivery, etc.
• Assist in resolution of order related issues.
• Coordinate service and installation for Stationary products, handle freight damage, product returns, credits, and parts shortages and complete quality alerts and work with Customer Service Specialist to bring to resolution.
• Follow ISO procedures, document control, and provide general administrative support.
• Track, monitor and escalate corrective actions within agreed timeframes; escalate and resolve anomalies and concerns without delay, especially where KPI’s may be affected.
• Oversee improvements to operational functions to increase the effectiveness, efficiency, coordination, and communication between these functions and support departments.
• Contact with the Forwarder Shipping Agent to complete the customs declaration of export products.
• Responsible for customs clearance of imported materials and equipment.
• Coordinate with the Commodity Inspection Bureau to complete the inspection of export products.
• No supervisory responsibilities for this role.
• All other duties as assigned.

Qualifications

Minimum Qualifications

• High school diploma or equivalent
• 2-4 years order entry experience or equivalent experience.

Preferred Qualifications

• Associate's degree or higher in a related field

General Job Requirements