Service Coordinator

Job Description

Summary/Objective:

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The Service Coordinator is responsible for working with the Service Manager, corporate personnel and others in supporting the key operational requirements of the service branch. The Service Coordinator supports the Service Manager in all aspects of service and customer support and works with senior managers in implementation and enforcement of company operating policies and procedures. The Service Coordinator is also the key backup and support position for the service department of the branch. This position must be able to utilize our ERP system (NetSuite) in all areas of customer activities including customer maintenance, communication, quote generation, inventory, invoicing, collections, and follow-up. A key attribute of the Service Coordinator is having the ability to review key processes to continuously look for ways to create more efficient processes and provide recommendations for implementation.

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Responsibilities:

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• Manage and support day-to-day office activities including the support and enforcement of safety, environmental, accounting and HR policies
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• Assist Service Manager in key aspects of customer support including sales quote creation, customer correspondence, and follow-up
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• Maintain relevant customer information in the NetSuite ERP system including customer quote, inventory, purchase orders and communication
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• Communicate with customers to obtain PO's for service or product sales and perform service invoicing functions
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• Assist the service department with development and issuance of customer correspondence including completion and issuance of customer inspection reports
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• Coordinate inventory accounting and control processes including material movements of assets (pick-up and delivery) to/from other company locations and ensure proper scrap accounting is being followed
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• Serve as back-up to the Service Manager
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• Coordinate schedule of field technicians to address customer needs within region
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• Other duties as assigned
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Knowledge/Skills/Competencies:

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• High school diploma, advanced education a plus
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• Prior experience as an office manager in a branch operation or significant experience in a service, operational, or customer service environment
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• Experience working with a field service, distribution or manufacturing environment a plus
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• Demonstrated experience and knowledge of an integrate ERP (Enterprise Resource Planning) system, NetSuite a plus
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Job Requirements, Skills, and Abilities:

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• Desire to work independently as well as with others
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• Ability to quickly analyze situations and make a decision, providing immediate feedback to the customer, staff and corporate senior managers
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• Strong written and verbal communication skills, both internally and externally
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• Ability to complete, in a timely manner, accurate customer reports, work orders and other reports as required
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• Ability to multi-task in a fast-paced environment
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• Experience in Microsoft Office (i.e. Word, Excel, Outlook, etc.)
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• Working knowledge of an integrated ERP system
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