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Customer Service Coordinator, CeraTek

3 months ago

Hyannis, United States SencorpWhite Full time
Job DescriptionJob Description

Purpose of the Role: The Customer Service Coordinator is responsible for identifying, quoting, processing, and tracking parts orders for both internal and external customers. This role also involves managing technical support inquiries to ensure timely responses. The focus of this position is on SencorpWhite’s CeraTek products. The ideal candidate will be customer-focused, possess strong organizational skills, and maintain a positive, professional image for SencorpWhite.

Key Responsibilities

Parts

  • Assist customers with parts identification, quoting parts and process incoming parts orders from internal and external customers via email, phone call and website inquiry.
  • Enter and track orders daily, from receipt to shipment to delivery.
  • Track backlog and escalate priority orders.
  • Collaborate and communicate with production, purchasing, and engineering to facilitate accurate and timely delivery of information and shipments to customers.
  • Create and send recommended spare parts lists for new machine orders to customers.
  • Monitor orders, backlog, credit status and production delays to proactively advise order delays to customers internally and externally.
  • Oversee and RMA related processes and highlight data on repeat failures.
  • Access equipment manuals and drawings to assist customers in identifying components needed.
  • Manage Ceratek inquiries that require technical support and ensure they are responded to, if not resolved, in a timely manner.

Additional Duties

  • Maintain service department records including current & historical purchase orders, sales order acknowledgements, pick list/shippers, on-site service reports, and invoices.
  • Prepare reports for management using data from MRP (Material Requirements Planning) system and Excel as needed.
  • Research and respond to customer inquiries regarding invoices, or other administrative issues.
  • Answer departmental phones as required and dispatch calls to within the department or company.
  • Perform other duties as assigned.

Qualification requirements

  • 2+ years of administrative experience.
  • Proficiency in Microsoft Word, Excel and Outlook.
  • Experience with Salesforce or a comparable CRM platform is a plus but not required.
  • Ability to read prints, research parts and utilize product manuals for troubleshooting.
  • Excellent communication, organization, and time management skills.
  • Demonstrates a professional demeanor with internal and external customers.
  • Demonstrates a positive attitude. 
  • Positive attitude and willingness to collaborate on continuous improvement projects.
  • Flexibility to work overtime as needed to meet customer needs.

Core Competencies

  • Safety – Observes and enforces safety procedures; reports potentially unsafe conditions.
  • Quality- Strives to eliminate errors, accurate work is a priority, seeks opportunities to improve a process that is implemented
  • Productivity - Manages workload, works efficiently, meets goals and objectives
  • Employee Engagement – Passionate about job and company, committed to the company and puts discretionary effort into work.

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. The description is not designed to contain or to be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required to employees assigned to this job.