Service Operations Coordinator

2 weeks ago


Bethlehem, Pennsylvania, United States Specialty Building Products Full time

Specialty Building Products is committed to a people-centric approach. Reeb is a proud brand under SBP.

Wondering why you should consider joining Specialty Building Products? Here are some compelling reasons:

  • We embody our Core Values, which reflect our true beliefs and behaviors. They define our identity and culture.
  • We offer flexibility, trusting in the expertise and skills of our team members.
  • You are invited to be part of something greater, equipped with all the necessary tools to thrive in your role.
  • Grow with us; we provide a pathway for career development, valuing your insights and fostering your success.

Reeb, an SBP Brand, is actively seeking a Service Operations Coordinator to join our values-driven organization. We prioritize serving people and adhere to a moral compass that guides us to do what is right, even in challenging situations. We recognize the significant impact our employees can have on those around them.


Benefits of working at Reeb Millwork:
  • Competitive Salary
  • Quarterly Bonus (Eligible from Day 1)
  • Comprehensive benefits package including Medical, Dental, and Vision coverage
  • Company-Paid Life Insurance & Disability
  • 401(k) with Employer Matching
  • Paid Time Off & Holidays
Key Responsibilities:

Reasonable Accommodations Statement

To successfully perform this role, an individual must be able to execute each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to fulfill the essential functions.

Primary Responsibilities:
  • Maintain ongoing communication with both internal and external customers.
  • Respond to incoming inquiries in a manner that positively represents the company.
  • Manage and process all service-related workflows, including Service Requests and Parts Orders.
  • Schedule inspections, repairs, and service appointments.
  • Provide administrative assistance to Service Technicians.
  • Keep accurate Service Records within the Field Service Database.
  • Perform additional duties as assigned by the Field Service Manager or Supervisor.
Regular Responsibilities:
  • Handle all incoming calls, emails, faxes, and mail for the assigned region, confirming receipt and scheduling appointments within two business days.
  • Evaluate warranty requests for validity and ask necessary questions during confirmation calls.
  • Enforce warranty policies and guidelines.
  • Gather information to accurately identify problems, needs, and solutions.
  • Coordinate inspection dates with customers and service technicians, rescheduling as necessary.
  • Accurately input all data into the Reeb Service Database and generate relevant service documentation for technicians.
  • Order and manage service part inventory to meet customer demands.
  • Ensure proper identification of customer and product information on service requests.
  • Troubleshoot complex or unresolved service requests.
  • Apply independent judgment to develop suitable solutions.
  • Maintain accurate records of pending services within the service database.
  • Keep service files updated to document the history of individual service requests.
  • Process requests for defective materials and reconcile credits received.
  • Close completed jobs promptly.
  • Communicate directly with Dealers/TSMs to provide updates on service requests.
  • Collaborate with the Shop Supervisor on all shop-related service requests.
  • Ensure proper organization and cleanliness of service part inventory.
  • Actively participate in Service Department meetings, offering suggestions for improved productivity and quality.
  • Assist with clerical functions as assigned by the supervisor.
  • Perform other duties as required by the supervisor.
Qualifications:

Education:
  • High School Diploma or General Education Degree (GED) required; Technical degree preferred.
Experience:
  • Two to four years of experience in the millwork production industry and customer service preferred.
  • Familiarity with door shop procedures and products.
  • Technical knowledge of repair and maintenance procedures for all products sold by Reeb.
  • Extensive knowledge of REEB door products, including Therma-Tru, Simpson, Woodgrain, Steve's, and RSP.
  • Understanding of installation techniques and basic building code requirements related to windows and doors.

We take pride in having the best team in our industry. Our company has experienced significant growth, benefiting not only our customer base but also providing substantial opportunities for advancement among our employees.


Reeb Millwork is an equal opportunity employer. We do not discriminate in hiring and employment based on race, color, religion, national origin, sex, disability, age, military status, genetic information, or any other protected class status in accordance with applicable laws.



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