Service Coordinator

About the role

The Service Coordinator works as a member of a service support team, develops relationships with commercial/industrial customers (including cold storage facilities, distribution, and production facilities), processes orders, and communicates work order status while providing the highest level of customer service. They remain attentive to customer needs for field service, rebuild shop repairs, and equipment service sales opportunities, working closely with RC&E service, contract, and sales staff to develop long-term client relationships.

Responsibilities

• Instruct senior field technicians on daily assignments which include contractual planned maintenance and emergency service work.
• Respond to customer inquiries for service and/or parts in a timely and professional manner (email, phone, portal, etc.).
• Efficiently create and communicate customer requested quotes and orders within the computer system.
• Create, assign, and process service work orders for technicians and service manager.
• Enter and maintain customer account information for service business.
• Interface with the parts warehouse and/or vendors on purchase orders and parts/components deliveries, including expedited processing for urgent requests.
• Weekly processing of technician time sheets and expenses.

Requirements

• High school diploma or equivalent.
• 3-5 years of experience in a fast-paced customer support role, business to business strongly preferred.
• 3-5 years of experience performing service scheduling, order processing, and inside customer service to industrial customers strongly preferred.
• Experience handling difficult customers preferably in a service support role.
• Experience with Microsoft Outlook (email, calendar), Microsoft Teams, and work order software.
• Able to multi-task, prioritize, and work well under pressure.
• Excellent written and oral communication skills.
• Excellent customer service skills.
• Self-motivated with a strong sense of urgency.
• Strong organizational skills.

Schedule

Working hours: 7:30 AM until 4:30 PM and additional hours as needed.

Benefits

• Eligible for healthcare benefits on Day 1 of employment:
  • Medical, dental, vision, and prescription drug coverage
  • Flexible Spending Account (FSA), Dependent Care Spending Account (DCSA)
  • Health Savings Account (HSA)
• Company-paid Life Insurance; Supplemental Employee, Spouse, and Dependent Life
• Accident Hospital Indemnity
• Company-paid Short and Long-term Disability Insurance
• Pet Insurance
• Employer matched 401(k) saving plan (with Roth option)
• Weekly paycheck
• Generous paid holiday schedule (11 days per year)
• Paid time off (vacation + sick time)
• Learning & Development programs
• Employee Referral Bonus Program
• Tuition Reimbursement