Customer Service Coordinator - Service Advisor

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.

Shop Location

Bristol, PA

Work Schedule

Monday - Friday

Responsibilities

• Customer Service:
  • Improve the quality and consistency of customer communications and meet customer's expectations.
  • Perform customer relationship activities, including customer interface, issue resolution, and customer satisfaction.
  • Execute customer communication protocol for 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 the work planning sheet.
  • Review maintenance reports to identify and schedule preventative maintenance, repair campaigns, and vehicles requiring follow-up.
  • Coordinate with the rental counter to identify repair requirements, available substitute units, and vehicle wash requirements.
  • Coordinate outside repairs 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 physical inventory, parts ordering, receiving, stocking, managing purchase orders, parts invoices, 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 shop operations, including vehicle maintenance files.
  • Process all Accounts Payable.
  • Create repair orders for technicians.

Additional Responsibilities

• Contribute to cost containment through effective inventory planning and warranty.
• Enhance branch productivity through effective work scheduling and planning.
• Perform other duties as assigned.

Skills and Abilities

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

Qualifications

• H.S. Diploma/GED, Required.
• 1 year or more in customer service or comparable experience with issue resolution, Required.
• Strong computer skills, including spreadsheets and word processing software, Advanced, Required.

Travel

Yes

Pay

Hourly: $24 - $25

Benefits

Ryder offers comprehensive health and welfare benefits, including 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.