Customer Service Coordinator II

Customer Service Coordinator

The Customer Service Coordinator will support the shop management process through timely customer communications and scheduling, inventory ordering and stocking, repair follow up, and maintenance file management. Assist with cost savings and customer retention across area.

Essential Functions

• Customer Service: improve the quality and consistency of customer communications and meet customer's expectations
• Perform customer relationship activities to include customer interface, issue resolution, and customer satisfaction
• Execute customer communication protocol as it pertains to PM scheduling and follow up, breakdowns and vehicle status updates Work Flow Management: enhance branch productivity through effective work scheduling and planning
• Create repair order tasks and update work planning sheet
• Review maintenance reports to identify and schedule preventative maintenance, repair campaigns, and vehicles requiring follow-up
• Coordinate with rental counter to identify repair requirements, available substitute units and vehicle wash requirements
• Coordinate outside repair with vendors and customers Parts Management: contribute to cost containment through effective inventory planning and warranty
• Execute parts inventory management processes to include conducting physical inventory, parts ordering, receiving, stocking, managing purchase orders and parts invoice, and coordinating parts pick-up and delivery
• Make recommendations on min-max levels to the inventory planning team
• Manage parts obsolescence
• Ship warranty and return parts
• Organize and ensure cleanliness in the parts room Administrative
• Effectively handle all incoming shop calls
• Clerical duties within the shop operations which include vehicle maintenance files
• Process all Accounts Payable
• Create repair orders for technicians

Additional Responsibilities

• Performs other duties as assigned.
• Acute attention to detail
• Ability to communicate effectively, both verbally and in writing
• Effective phone skills
• Strong organizational, prioritizing, and multitasking skills
• Proven ability to make good decisions in a fast moving environment

Skills and Abilities

• Strong computer skills to include spreadsheet and word processing software packages, Required

Qualifications

• H.S. Diploma/GED, Required
• 3 years or more in customer service with issues resolution experience, Required