Customer Service & Scheduling Coordinator

We are seeking a detail-oriented, customer-focused individual to join our team as a Scheduling Coordinator. In this role, you will be responsible for ensuring smooth, efficient interactions with customers, coordinating schedules for product installations, and managing seasonal service requests. You'll also play a key role in maintaining communication across various teams, vendors, marinas, and customers to ensure timely deliveries, high-quality installations, and seamless service coordination. The ideal candidate will possess exceptional organizational and communication skills, experience using scheduling and ERP tools, and the ability to manage multiple tasks in a fast-paced environment.

Schedule

This is a full-time seasonal position. The work schedule is as follows:

• April through early July is 7:00am to 5:00pm Monday through Saturday.
• Mid July through Labor Day is 7:00am to 3:30pm or 8:30am to 5:00pm.
• Labor Day to early November is 7:00am to 3:30pm or 8:30am to 5:00pm.
• Early November to April is 7:00am to 3:30pm or 8:30am to 5:00pm three days a week.

Essential Duties and Responsibilities

The essential functions include, but are not limited to the following:

Customer Service & Communication:

• Serve as the primary point of contact for customers, providing them with prompt, professional communication throughout their service journey.
• Coordinate and schedule service appointments, product deliveries, and installations, ensuring optimal scheduling that maximizes efficiency.
• Keep customers informed of schedule updates, delays, and changes, proactively addressing concerns and ensuring customer satisfaction.
• Address and resolve customer inquiries or concerns in a timely manner, escalating issues to relevant internal teams as necessary.
• Maintain a consistent and positive customer experience by adhering to company communication protocols and service standards.

Scheduling & Coordination:

• Monitor and manage current and future job schedules to ensure timely and efficient service delivery that meets both customer needs and operational capacity.
• Expedite the scheduling of new product deliveries, ensuring coordination with internal teams (sales, warehouse, distribution) and external vendors and customers.
• Ensure accurate coordination of installation dates, watercraft deliveries, and seasonal service requests while managing the timing of these time-sensitive tasks.
• Utilize ERP systems, Microsoft Teams, and Microsoft 365 tools to track customer orders, monitor job progress, generate reports, and keep internal records updated.
• Audit work orders regularly to ensure accuracy and completeness, making updates to the process as necessary to avoid delays.

Team Collaboration & Support:

• Provide support to the service manager in providing guidance to the team as needed.
• Collaborate with service and installation teams to ensure seamless coordination of product installations, removals, and related activities.
• Offer remote support to service crews, vendors, and customers when issues arise, ensuring smooth operations even when on-site presence is not possible.

Problem Solving & Escalation:

• Proactively identify scheduling conflicts, delays, or customer concerns and work to resolve them promptly, escalating to appropriate teams when necessary.
• Collaborate closely with customers to troubleshoot issues, ensuring quick resolution and minimal disruption to service timelines.

Minimum Qualifications (Knowledge, Skills, and Abilities)

• Proven experience in customer service, scheduling, logistics, or related fields.
• Strong organizational and multitasking abilities, with the ability to manage competing priorities effectively.
• Excellent verbal and written communication skills, with the ability to clearly explain service processes to customers and coordinate with cross-functional teams.
• Ability to adapt to changing schedules, troubleshoot problems, and maintain customer satisfaction under tight deadlines.
• Experience in a service-based or installation-related industry is highly desirable.
• Proficiency with Microsoft Office (Word, Excel, Outlook, Teams) and ERP systems (such as NetSuite).
• Customer-facing experience in call centers, retail, or similar service environments is a plus.