Service Support Coordinator

Job Description

Service Support Coordinator 

RAM Windows is an exciting and rapidly growing manufacturer and distributor of residential and commercial windows and doors. RAM has been manufacturing high end custom windows since 1978. Today, RAM continues to be a premier provider of high-quality windows for both the residential and commercial markets. In addition, RAM is a preferred distributor for well-known window and doors companies . The Company has the ability to sell windows and doors to a wide array of customers creating endless opportunities for an aggressive, hardworking and motivated individual.

Title: Service Support Coordinator I

Function: Service Support

Location: 5615 W. Fuqua Street, Bldg. C101, Houston, TX 77085

Employment: Non- Exempt, Full Time, Hourly

Compensation : $20.00 - $24.00 per hour (commensurate with experience)

Industry : Manufacturing

POSITION SUMMARY

Plans, coordinates, and directs technical services, shipment of manufactured and distributed goods, and acts as liaison between customer, accounting, and service department to ensure satisfactory installations and repairs.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Oversee timely processing of service work orders
• Manage inbound customer service calls from customers with patience, professionalism, and urgency
• Accurately take notes of service request and provide detailed information to service tickets
• Scheduling repairs with customers and assists with preparing schedules for shop and field service technicians
• Route, schedule, and plan service technicians work orders 
• Research and follow-up with customers and other departments to ensure effective communication and satisfactory completion of work
• Ensuring that the quality of all services provided meets the required standards
• Developing processes to streamline workflows, best practices, and communication throughout the organization
• Work across channels and teams to ensure all departments have accurate and updated information to complete assigned tasks
• Partner with vendors, suppliers and other third-parties to ensure accurate ordering of material
• Prepares documents, emails, letters, correspondence with highest professional grammar
• Excellent communication, interpersonal and rapport building skills
• Must be able to demonstrate an ability to quickly learn new information and be able to verbally communicate a pattern of success
• Excellent time management
• Accurate data entry, attention to detail and high organizational skills are a must
• Pleasant phone persona and great listening skills with a calm nature is desired

REQUIRED JOB-RELATED SPECIFICATIONS

• Microsoft Office proficiency in Outlook, Word, and specifically in Excel
• Demonstrated judgment and decision-making ability
• Excellent communication skills, both written and verbal is required

QUALIFICATIONS

• Strong organizational, communication, and time-management skills
• Excellent interpersonal and customer service skills
• Proven ability to work in a fast-paced environment 
• Positive, high-energy attitude
• Resourcefulness, creativity, and problem-solving skill set
• Familiarity with office equipment (i.e. printers, fax machines, projectors)
• Proficiency in Microsoft Office (especially MS Excel and PowerPoint)

EDUCATION & EXPERIENCE:

• High School diploma or Equivalent required
• Must have at least 1-3 years of customer service, installation, service, or related experience
• Experience with processing work orders for service repairs with customers is preferred

PHYSICAL & OTHER REQUIREMENTS

• Prolonged periods sitting at a desk and working on a computer, up to 50-75%
• While performing the duties of this job the employee may be required to walk, stand, bend, stoop, and/or climb on different terrains
• Judgment, decision-making, follow-up, social awareness, reading/writing, organizational, timeliness, stress tolerance, communication (oral and written)

BENEFITS OFFERED

• (10) PTO days, (2) Floating PTO days, and (8) paid Holidays
• Medical, Dental and Vision Insurance
• Company-Paid Life, AD&D, and Short-Term Disability Insurance
• 401K Retirement Savings Program (up to 4% Company Match)
• Casual Dress Code
• Weekly Pay

EEO Statement RAM Industries, LLC. is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, or veteran status. A reasonable accommodation will be considered for qualified individuals with a disability if it does not create an undue hardship for the Company, consistent with the ADA as amended.