Service Coordinator

3 weeks ago

Nashville, United States Alliance Laundry System Full time

Overview:

The Service Coordinator is a professional who is involved in the day-to-day operations of their assigned area while following the Alliance Laundry Systems quality standards, policies, and procedures. Contributes to increasing team efficiency by providing support both operationally and administratively. Participates in process improvement initiatives as a Cross-Functional team member.

The Service Coordinator is responsible for coordinating and facilitating the Service Teams' routes and schedules, as well as, responsible for organizing, and communicating all details related to customer orders for service requests of Commercial Laundry Equipment.

Responsibilities:
  • Oversees and coordinates all schedules, routes, and resources of the Service team. Assign, dispatch, and allocate appropriate field personnel to different projects on a multi-state basis.
  • Track job, field personnel, and backlog status on the appropriate Service Tracker. Maintains records of work performed, including dispatch logs, service orders, repair orders, work orders, and other documents related to the work done by technicians.
  • Prepares quotes for service repairs and customer invoices. Responsible for processing all service invoices which could include collecting past-due amounts.
  • Customer support expert who communicates with clients to confirm the scheduling of their service and logs final date(s). Coordinates with clients and secures a point of contact to be on-site to ensure the service is efficient and safe by the time the Tech(s) arrives.
  • Coordinates and communicates with the installation team if additional personnel (Installation Techs) are needed based on the size and complexity of the project.
  • Partners with the parts department to complete the equipment and parts acquisition process, and verifies availability of parts to ensure quality and timely service calls.
  • Assist with creation of invoices for all orders upon completion of project, along with any additional paperwork required such as lien waivers, applications for payment, etc., Followed by submission of invoices through the required process in a timely manner to ensure prompt payment within payment terms. Additional duties may include verifying all available equipment and freight discounts and rebates have been applied, posting Vendor Warranty Credits, Credit Card Returns.
  • Acts as a liaison between customer and office, educating and improving the experience by promoting company products and services.
  • Effectively communicate top level escalations to Service Manager.


Qualifications:

Education & Experience:

  • High School diploma or equivalent required. Completion or pursuing an associate or bachelors degree strongly preferred.
  • Minimum of 2 years of work experience in dispatching or scheduling environment preferred preferred. An equivalent combination of education, training, and experience will be considered.
  • Experience with Sage, SAP and Salesforce, or other CRM systems, strongly preferred.
  • Proficient computer skills including using MS Outlook, Word, and Excel preferred.
  • Experience in telephone and email/ticketing system-based customer support preferred.

Skills and Abilities:

  • Excellent planning and organization skills; Strong project coordination skills and associated task execution. Thinks strategically; has the ability to critically assess and problem-solve by drawing on sales knowledge and previous experience.
  • Solid organizational skills and detail-oriented; Ability to self-manage workload and multiple projects simultaneously while managing and meeting deadlines.
  • Excellent written, verbal, and interpersonal communication skills; Communicate effectively and professionally across all levels of the organization while maintaining a positive and enthusiastic demeanor.
  • Strong work ethic; Self-starter, demonstrating a proactive approach, self-initiative, and tenacity. Resilient; Able to confidently navigate ambiguity and change

Standard and Physical Requirements:

  • Position involves sitting long periods, standing, manual dexterity, stooping, bending.
  • Position requires the ability to lift, carry, push, and pull up to 25 lbs. occasionally. For greater weight items assistive devices will be provided.
  • While performing the duties of this job, the employee is regularly required to talk and hear; and use hands to manipulate objects or controls. Specific conditions of this job are typical of frequent and continuous computer-based work requiring periods of sitting; close vision and ability to adjust focus.

This position offers:

  • Medical, vision, and dental benefits
  • 401k match up to 6 percent
  • 3 weeks or 120 hours of vacation plus 11 paid holidays
  • Alliance Laundry Cares Scholarships: Six scholarships are available for the children of US-based Alliance Laundry Systems employees who are graduating high school seniors or currently enrolled at a college or university, or trade or technical school.
  • Educational Assistance Program: All full-time employees are invited to take job-related classes or earn degrees.
  • Employee Purchase Program: All team members can purchase one washer/dryer pair each calendar year at a discount and invite friends and family to receive 25% off.

Alliance Team Members Demonstrate DRIVE:

  • Dedicated: Follows through on commitments. Strong say/do.
  • Respectful: Acts with integrity and values diverse perspective.
  • Innovative: Always looking for a better way; leads change.
  • Versatile: Adapts quickly to changing circumstances. Demonstrates agility.
  • Engaged: Acts like an owner. Wants to create and grow a business which is tightly aligned with market needs.
EEO:
We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.

ID:
2024-4257

Pos. Type:
Full-Time

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