Customer Service Coordinator

Job Description

Job Description

Customer Service Coordinator

Reports To:  VP of Sales

Travel:  In-Office Role

About the Position

The Customer Service Coordinator serves as the administrative hub of FALK's customer service function, directing incoming customer service calls to the right resource and managing the paperwork that keeps every request moving. This role focuses on the administrative side of customer service — call routing, documentation, and follow-up — rather than on-site technical support.

The Customer Service Coordinator prepares and organizes warranty documentation at project close-out, processes logistics claims and supporting paperwork, maintains the deficiencies spreadsheet, and searches SharePoint for documentation needed to support claims and issue resolution. Success in this role requires a confident, professional phone presence, exceptional attention to detail, and strong organizational skills.

Major Responsibilities

Call Handling & Routing

• Answer incoming customer service calls and determine the appropriate destination (e.g., Technical Field Customer Service, Sales, or Operations) based on the nature of the inquiry.
• Gather relevant information from customers to accurately route calls and requests.
• Maintain a confident, professional phone presence representing FALK to customers, contractors, and project stakeholders.

Documentation & Records Management

• Prepare, send, and organize warranty documents when a job closes out.
• Maintain accurate, organized files for warranty documentation, claims, and customer correspondence.
• Search SharePoint to locate supporting documentation for claims and issue resolution.
• Maintain accurate records of customer interactions and follow-up actions.

Logistics Claims

• Process logistics claims and compile the associated documentation.
• Track claims through to resolution, coordinating with internal departments as needed.
• Follow up on outstanding documentation required to support claims.

Deficiency Tracking

• Maintain and update the deficiencies spreadsheet with current, accurate information.
• Coordinate with internal teams to gather status updates on open deficiencies.
• Ensure deficiency records are complete and properly documented.

Other

• Coordinate with Technical Field Customer Service, Sales, Operations, and Quality teams to resolve customer service-related issues.
• Write job-site visit reports, collecting necessary information from Technical Customer Service Coordinator. 
• Comply with all safety and company policies and procedures.
• Perform other related duties as assigned.

Qualifications

• Customer service experience in the construction or building industry required; experience with commercial building preferred.
• Confident, professional phone presence with strong verbal communication skills.
• Highly detail-oriented and organized, with the ability to manage multiple claims, documents, and requests simultaneously.
• Proficient with Microsoft SharePoint, Excel, and other commonly used office software.
• Ability to read, write, speak, and comprehend the English language fluently.
• Strong follow-through, with the ability to track outstanding items to completion.
• Ability to work independently while coordinating effectively across departments.