Posted in Other 30+ days ago.
Type: Full Time
The Service Coordinator will provide excellent customer support and perform a variety of administrative and order processing tasks to ensure the flow of the repair process runs smoothly. This role provides communications between service operations, sales, and the customer.
Reasonable Accommodations Statement
To accomplish this job successfully, an individual must be able to perform, with or without reasonable accommodation, each essential function satisfactorily. Reasonable accommodations may be made to help enable qualified individuals with disabilities to perform the essential functions.
Essential Functions Statement(s)
Provide exceptional customer service and support by responding to or coordinating all inquiries via phone, email and in person, in an expedient and professional manner
Serve as the primary point of contact for Service-related calls that come in to the Busch SVG facility
Contact vendors, customers, and other Busch LLC departments to follow-up on outstanding requests and/or documentation
Maintain the repair schedule daily and provide status updates to customers and applicable departments within Busch SVG
Manage processing of orders received via telephone, fax, mail or the Internet, in a timely and accurate manner; while obtaining the appropriate level of information and documentation in order to execute the request
Develop and maintain a strong operating knowledge of Enterprise Resource Planning (ERP) including the ability to enter customers, open orders, determine order and/or shipping status, evaluate inventory status, research and enter parts, invoicing and issuing credits
Communicate effectively with the required department to ensure parts can be researched and entered in orders, expedite requests can be fulfilled, and other order processing needs can be fulfilled quickly and efficiently
Work with Field Service and Regional Sales Managers to coordinate resolution of customer issues and to help increase growth and customer satisfaction in their respective territories
Assist others with administrative or clerical tasks
Provide back up support for phone calls, tasks, and other job duties as needed
Prepare reports, quotations, or other summaries and analyses as requested
Acquire and maintain an understanding of the general processes, business practices and products within Busch
Seek continuous process improvements to enhance department productivity, customer satisfaction and service performance
Enter workshop employee labor hours from labor sheets
Follow-up on Maintenance Service Orders (MSO's) including issuing letter of abandonment
Train all new staff in the operation of the telephone system and office equipment
Notify the Service Center Manager in the event of office equipment or break area issues and coordinate proper entities to affect repair or replacement as directed
Keep a record of staff and visitors signing in and out of the Service Center
Responsible for ensuring that the visitor's book and staff movement sheets are removed from Reception and taken to the outside meeting point in the event of an emergency situation
Process and deliver internal and external mail daily, and deliveries (UPS, FedEx, etc.)
Process invoices and prepare paperwork to ensure costs are allocated to the relevant departments
Provide office supplies for staff and maintain adequate stocks (ordering new supplies, identifying new suppliers and obtaining the best price)
Provide administrative and general support to the Service Center Manager
Provide logistical support to meetings held in the conference/training rooms, to include preparation of the rooms and assist in arrangements for catering provisions
Participate and assist in the facilitation of weekly, monthly and annual service meetings
Busch Consolidated, Inc. is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, mental disability or handicap, physical disability or handicap, pregnancy, medical condition, sex, marital status, familial status, public assistance, veteran status, sexual orientation, genetic information, arrest record, or any other characteristic protected by applicable federal, state or local laws.
Busch Consolidated, Inc. acts in compliance with Executive Order 11246, as amended, the Rehabilitation Act of 1973, as amended, and the Vietnam Era Veterans Readjustment Act of 1974, as amended, maintain a written Affirmative Action Program. The elements of the Executive Order 11246, as amended, Affirmative Action Plan is available upon request. The Affirmative Action Plan developed in compliance with Section 503 of the Rehabilitation Act of 1973, as amended and 38 USC 4212 of the Vietnam Era Veterans Rehabilitation Act, as amended, are available for inspection upon request.