Customer Service Coordinator

About the role

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.

Responsibilities

• Customer Service: Improve the quality and consistency of customer communications and meet customer expectations; perform customer relationship activities including customer interface, issue resolution and customer satisfaction; execute customer communication protocol pertaining to PM scheduling and follow-up, breakdowns and vehicle status updates; drive improvement of Customer Satisfaction (CSI) scores.
• 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; provide a resource that allows the management team time to effectively manage shop operations.
• Parts Management: Contribute to cost containment through effective inventory planning and warranty; execute parts inventory management processes including 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; perform clerical duties within the shop operations including vehicle maintenance files; process all accounts payable; create repair orders for technicians.

Skills and Abilities

• Detail oriented with excellent follow-up practices
• Capable of multi-tasking, highly organized, with excellent time management skills
• Flexibility to operate and self-driven to excel in a fast-paced environment
• Ability to create and maintain professional relationships within all levels of the organization (peers, work groups, customers, supervisors)
• Ability to work independently and as a member of a team

Qualifications

• High school diploma or GED
• One year or more in customer service or comparable experience with issue resolution
• Strong computer skills including spreadsheets and word processing software (advanced)

Travel: Yes