Customer Service Coordinator
3 weeks ago
Join a rapidly growing team with a dynamic company culture
Who we are:
Aerzen USA Corporation is an international manufacturer of positive displacement blowers, hybrid blowers, screw compressors and turbo blowers. These high-quality machines are used for air and gas applications across many essential industries, including: Wastewater, Cement, Biogas, Pharmaceutical and Food, among many others. We are One Team, and we Empower our team members to be both Inquisitive and Evolutionary.
What we offer:
We offer a competitive salary, generous health benefits (to include 96% company-paid benefit plans), a 401(k) with company match, Tuition Reimbursement, and a Profit-Sharing bonus package, along with the opportunity to work with a dynamic group of professionals in a triple-bottom-line business philosophy of “People, Planet, Prosperity”.
What you will do:
The Customer Service Coordinator is responsible for managing onsite-services, repairs and parts for our customers. This includes ensuring on-time commitments are met, financial goals are achieved, and customer satisfaction remains high. Works with the Regional Service Manager and Sales Director to set goals and objectives for the region (SIOP planning, setting regional stock levels, setting training goals, managing efficiency of repair and service teams, etc.).
- Service Scheduling - Schedules and dispatches service technicians as needed, to meet customer requirements and manage technician utilization. Ensures customer-facing reports are correct and timely.
- Service Administration - Creates and manages service orders; reviews trip reports, time sheets and expense reports.
- Leader / Manager of Service Technicians - Manages the performance of the Service Technicians to include conducting quarterly check-ins, along with the annual merit increase process. Coaches the team through challenging situations, setting goals and managing performance to exceed company objectives.
- Parts and Repair - Provides timely and accurate quotations to customers and identifies the appropriate replacement parts and/or repair kits to complete customer orders. Manage quotation pipeline and maintain follow-up communications with customers to drive sales.
- Order Entry - Provides timely order-fulfillment and maintains regular communication with customers on order delivery dates for parts, service visits, service contracts, repairs, inspection visits, and on-site training.
- Materials Management - Ensures proper stocking levels are maintained at either HQ or the regional office to meet customer demand and company financial goals.
- Lead Generation and Management - Generates aftersales leads/opportunities while interacting with customers and works closely with the Regional Service Manager and Sales team to effectively identify and schedule interactions; Provides timely follow up on open actions and opportunities.
- Technician Support - Provides technical support to service personnel who perform on-site routine services, including installation, troubleshooting, preventive maintenance and repair. Prepare service technicians prior to customer service calls to fully meet customer expectations regarding start-up requirements, equipment specifications, operating conditions, special circumstances, previous issues, etc.
Education: Bachelor's Degree (four-year college or technical school) or Work Equivalent,
Field of Study: Technical or Business related, Engineering degree preferred
Experience: 3- to 5-years of related customer support experience
Computer Skills: Proficient in Windows 10, Microsoft Office; Salesforce and Navision is a plus
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