Service Excellence Coordinator

Responsibilities

• Analyze operational trends and resolve workflow constraints to drive service performance.
• Lead cross-functional initiatives to ensure on-time delivery and customer satisfaction.
• Exercise independent judgment to prioritize issues, recommend solutions, and influence operational decisions.
• Determine appropriate resolution strategies for complex service and delivery issues while ensuring timely follow-up.
• Analyze backorders, production flow, and KPIs to identify risks to on-time delivery (OTC); develop and implement corrective action plans.
• Lead cross-functional coordination between Operations, Supply Chain, Quality and Customer Service to resolve systematic issues impacting delivery performance.
• Partner with purchasing and planning teams to ensure materials align with production priorities.
• Liaison warranty orders to ensure progress through manufacturing, OTC and delivery.
• Investigate customer complaints and non-conformance issues.
• Participate in audits, inspections, and quality reviews; identify trends and recommend systemic improvements.
• Assess operational and service-related training needs across departments based on KPI performance, audit findings and observations.
• Design, develop, and deliver training related to service excellence and quality standards.
• Promote and reinforce safety, quality, and delivery standards within all initiatives.

Qualifications

• Bachelor’s degree preferred and 5+ years of experience, or equivalent.
• Proven experience in working with MRP in a manufacturing environment is required; Microsoft Dynamics AX preferred.
• Must be self-directed with a high level of personal integrity (self-esteem, confidence, honesty, and respect).
• Strong attention to detail, analytical, and problem-solving skills.
• Strong communication and conflict management skills are essential, along with the ability to influence and collaborate.
• Must be flexible in an ever-changing environment and have a willingness to be cooperative in day-to-day activities.
• Able to effectively handle multiple tight timeline situations and prioritize tasks.