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. Assist with cost savings and customer retention across area.

Responsibilities

• 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
• 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
• 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
• manage parts obsolescence
• ship warranty and return parts
• organize and ensure cleanliness in the parts room
• effectively handle all incoming shop calls
• perform clerical duties within the shop operations which include vehicle maintenance files
• process all Accounts Payable
• create repair orders for technicians

Essential Functions

Essential Functions include:

• Customer Service: improve the quality and consistency of customer communications and meet customer's expectations
• Work Flow Management: enhance branch productivity through effective work scheduling and planning
• Parts Management: contribute to cost containment through effective inventory planning and warranty
• Administrative: effectively handle all incoming shop calls, perform clerical duties within the shop operations, process all Accounts Payable, and create repair orders for technicians

Qualifications

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

Skills and Abilities

• Strong computer skills to include spreadsheet and word processing software packages
• Acute attention to detail
• Effective phone skills
• Strong organizational, prioritizing, and multitasking skills
• Proven ability to make good decisions in a fast moving environment

Benefits

Ryder offers comprehensive health and welfare benefits, to include medical, prescription, dental, vision, life insurance and disability insurance options, as well as paid time off for vacation, illness, bereavement, family and parental leave, and a tax-advantaged 401(k) retirement savings plan. Ryder is proud to be an Equal Opportunity Employer and Drug Free workplace. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, among other things, or status as a qualified individual with disability.