Internal Customer Support Coordinator

1 month ago


Jacksonville, United States The New IEM, Llc Full time
Job DescriptionJob Description IEM is the largest independent full-line manufacturer of electrical distribution and control systems in North America. The Company has developed one of the most sophisticated electrical product manufacturing systems in the world and has cultivated partnerships with leading component suppliers resulting in optimal solutions to customer problems. IEM has offices in California, Florida, Canada and Belgium.

PURPOSE OF POSITION:

The Internal Customer Support Coordinator is primarily responsible for efficiently managing and supporting the needs of internal customers, including IEM Field Service, sales teams, and project management teams not local to Jacksonville.


ESSENTIAL FUNCTIONS:

  • Act as the primary point of contact for IEM Sales Teams, Field Service, and customers as needed, ensuring timely fulfillment of work in progress or post-delivery requirements.
  • Provide regular updates on work in progress upon request from project management or sales teams outside of Jacksonville.
  • Coordinate with Scheduling, Materials, and Production teams to ensure timely fulfillment of post-delivery requirements to meet customer needs.
  • Liaise with Sales Teams/Project Managers to address post-delivery material needs such as shipping damage or missing components, ensuring prompt delivery to customers.
  • Obtain approval from Sales Teams/Project Managers for short ship due to material delays or RMAs during production; communicate any unapproved short ship instances to Manufacturing and Material Managers.
  • Input short ship lines into Worknet for approved components or coordinate with relevant Project Managers/Sales representatives.
  • Manage the entry of RMAs and material requests into Worknet for post-delivery needs in coordination with Sales Teams.
  • Proactively track and complete all short ship components until received by IEM Field Service or the customer, ensuring items ordered specific to a customer CO or short ship line are promptly sent to the field and not added to inventory.
  • Monitor the completion of all ship direct items with customers and ensure proper closure of associated lines.
  • Maintain an updated IEM Backlog and diligently pursue overdue component requests (short ship lines, field service remediation lines, etc.).
  • Collaborate on the development, continuous improvement, and maintenance of policies and procedures aimed at efficiently managing post-delivery concerns.
  • Perform any other duties as required by Supervisor.


SUPERVISION OF PERSONNEL:

  • None


COMPETENCIES:

  • Exceptional organizational and time management abilities
  • Strong interpersonal, communication, and collaboration skills
  • Excellent problem-solving skills
  • Ability to manage a wide variety of activities at the same time


EDUCATION AND EXPERIENCE:

  • High School Diploma or GED required.
  • Technical Degree (BS) preferred or at least 2.5 years’ experience in associated manufacturing field.


PHYSICAL/MENTAL/ENVIRONMENTAL:

Physical Demands:

Activities: Sitting – 50% Walking/Standing – 50%

Lifting: Frequently lift up to 30lbs. Occasionally lift up to 50 lbs.

Bend: Ability to bend, squat, crawl and climb.

Vision: Long periods of close work on computer screen and ability to see small or detailed items.

Mental Demands: Interpret, analyze, research and handle multiple tasks simultaneously.

Environment: Climate controlled office space and exposure to outdoor conditions such as excessive cold, excessive heat, noise/vibration and dust.



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