Customer Service Coordinator 24-01022 - Alura Workforce Solutions

POSITION
Title: Customer Service Coordinator
Pay: $23hr
Position Type: Temp-Hire
Schedule: M-F, 8:00am - 5:00pm
Assignment Lenghth: Temp - Hire

Company Overview:
We are committed to delighting and exciting our customers by offering truly innovative products, unparalleled quality, and an exceptional customer experience. Our world-class organization is dedicated to creating industry-leading solutions and setting the standard for customer satisfaction.

Position Overview:
Under the direction of the Sr. Sales Manager, the Service Coordinator is responsible for overseeing and performing a variety of service-related duties in alignment with company policies and procedures. This is a non-supervisory role that focuses on delivering high-quality service and support.

Qualifications:

Education:

• Associate degree or a combination of relevant education and experience preferred.

Experience:

• Previous experience in Customer Service, Call Center, Field Service (Service Technician), Inside Sales, Sales Support, and/or Inventory Management is highly desirable.
• 1 to 3 years of experience in customer service preferred.

Other Requirements:

• Proficiency in Microsoft Excel, Word, PowerPoint, Outlook, and Internet applications is required.
• Experience with Microsoft CRM and SAP is a plus but not mandatory.
• Occasional domestic travel may be required.
• Some field service work may be required.
• A valid driver's license is required.

Key Responsibilities:

Service Coordination:

• Collaborate with Service Coordinator Level II to maintain adequate service levels and ensure service documentation is current.
• Prepare weekly service/defect reports for Service Coordinator Level III and Sr. Sales Manager.
• Manage parts inventory and handle parts ordering.
• Handle inbound customer service calls (estimated to be 15-20% of workload).
• Assist field technicians with troubleshooting.
• Create service Standard Operating Procedures (SOPs).
• Oversee open box inventory and the refurbishment process.
• Maintain parts lists and technical drawings.
• Identify, generate, and communicate potential sales leads to the outside sales team.
• Support the scheduling, organizing, and attendance of tradeshows.
• Assist in maintaining the showroom.
• Conduct service-related training.

General Sales Support:

• Cross-train with Inside Sales Coordinators for backup coverage.
• Serve as an additional contact for direct customer sales.
• Assist Inside Sales Representatives in managing sales overflow.
• Contribute to special projects as needed.
• Support customer visits to corporate offices or dealer meetings.
• Maintain regular communication with the sales team, customers, and internal departments.
• Prepare, manage, and ship sales materials to dealers.
• Assist in tradeshow setup and teardown.

Maintain Work Practices:

• Ensure all paperwork and database entries are completed accurately.
• Maintain work area according to 5S standards.
• Uphold a professional image by projecting a positive and professional demeanor to all internal and external contacts.

Marginal Job Functions:

• Follow all related SOPs.
• Perform additional duties as assigned.

Physical Demands / Work Environment:

Physical Demands:

• Regularly required to sit and use hands to manipulate objects, tools, or controls.
• Frequently required to talk or hear.
• Occasionally required to stand, walk, reach above the shoulders, stoop, kneel, or crouch.
• Must be able to lift and/or move up to 40 pounds.
• Specific vision abilities required include close vision and the ability to adjust focus.

Work Environment:

• Moderate noise levels may be present due to forklift traffic.
• Occasional work-related travel is required.

INDH