Service Logistics Coordinator - TechDigital
Redwood City, CA
About the Job
Description/Comment: The Service Logistics Coordinator interacts with customers in an active call center environment and provides them with information to address requests regarding quotations, orders, products, and services. You will provide a high level of customer service to assist internal and external customers in their day-to-day activity resulting in generating impactful success. Thrives in a fast-paced, customer-oriented environment, with the potential to wear many different hats. We are seeking an energetic and reliable professional to join our team. This is a hybrid position.
• Respond to and resolve customer requests including processing orders (P1 and other types), quotations, requests for service, pricing, product availability, order status, billing questions, handles complaints as well as returns and cancellations, etc.
• Conduct and post Field Service Engineer's physical inventory results.
• Evaluate and process purchase orders and scope of work and payment schedules to meet company compliance policies
• Execute daily/weekly reports unshipped, KPIs/QDIP, returns, drop shipments, etc. manage back-order status and schedule shipments.
• Provides accurate information and options regarding parts availability of in-stock items.
• Work with other departments to find solutions for both internal and external customers regarding a large variety of topics.
• Follows established service quality standard and meets established processing times and follow-up actions in accordance with departmental standards (ABD, after call work, order accuracy, response time. Etc.)
• Daily application of DBS, create and document standard work. Continuous process improvement.
• Conduct effective training to new hires, team members and adhere to the departmental processes.
• Provides administrative support to management
• Additional duties as required and/or assigned
Education and/or Work Experience Requirements:
• 2 years of experience in heavy volume Call Center and Customer Service role.
• Proficient in MS Office (Excel, Word, Power Point and Visio). SFDC, and Oracle preferred
• This position requires repetitive typing, considerable interaction on the telephone and regular viewing of a multiple computer monitors
Additional Requirements & Competencies:
• Excellence in Customer Service as a must – high sense of urgency
• Accuracy is required in performing all functions of this position
• Strong phone, verbal, and email communication skills along with active listening
• High attention to detail, follow-up, multi-tasking, and conflict resolution
• Understand the goals and objectives of the Team, Department, Company.
• Demonstrate a high level of integrity, commitment, and dependability.
• Strong work ethic and a high level of self-accountability and dependability
Works independently and as part of a team.
• Respond to and resolve customer requests including processing orders (P1 and other types), quotations, requests for service, pricing, product availability, order status, billing questions, handles complaints as well as returns and cancellations, etc.
• Conduct and post Field Service Engineer's physical inventory results.
• Evaluate and process purchase orders and scope of work and payment schedules to meet company compliance policies
• Execute daily/weekly reports unshipped, KPIs/QDIP, returns, drop shipments, etc. manage back-order status and schedule shipments.
• Provides accurate information and options regarding parts availability of in-stock items.
• Work with other departments to find solutions for both internal and external customers regarding a large variety of topics.
• Follows established service quality standard and meets established processing times and follow-up actions in accordance with departmental standards (ABD, after call work, order accuracy, response time. Etc.)
• Daily application of DBS, create and document standard work. Continuous process improvement.
• Conduct effective training to new hires, team members and adhere to the departmental processes.
• Provides administrative support to management
• Additional duties as required and/or assigned
Education and/or Work Experience Requirements:
• 2 years of experience in heavy volume Call Center and Customer Service role.
• Proficient in MS Office (Excel, Word, Power Point and Visio). SFDC, and Oracle preferred
• This position requires repetitive typing, considerable interaction on the telephone and regular viewing of a multiple computer monitors
Additional Requirements & Competencies:
• Excellence in Customer Service as a must – high sense of urgency
• Accuracy is required in performing all functions of this position
• Strong phone, verbal, and email communication skills along with active listening
• High attention to detail, follow-up, multi-tasking, and conflict resolution
• Understand the goals and objectives of the Team, Department, Company.
• Demonstrate a high level of integrity, commitment, and dependability.
• Strong work ethic and a high level of self-accountability and dependability
Works independently and as part of a team.
Source : TechDigital