Service Coordination Representative

1 week ago

Charlotte, North Carolina, United States Safe Fleet Full time

Customer Service Representative

Position Overview

About Safe Fleet

At Safe Fleet, we prioritize safety for fleet vehicles and the individuals around them. Our comprehensive fleet safety platform integrates top-tier products, innovative technology, and a century of expertise to tackle significant fleet safety challenges.

We are committed to transforming the concept of safety for various fleet types, including school buses, waste collection trucks, emergency vehicles, and delivery vans.

Role Responsibilities

The Customer Service Representative serves as the primary point of contact for customers, addressing inquiries related to products, order specifications, timelines, and other aspects of the supplier-customer relationship. This role involves close collaboration with Sales, Engineering, Manufacturing, and Shipping Departments to ensure the accuracy of purchase orders, product availability, and timely processing.

Key Duties Include:

  • Exhibiting professionalism and a positive attitude while assisting customers and team members.
  • Providing prompt and courteous responses to customer inquiries via phone and email.
  • Processing orders and related transactions through the Safe Fleet ERP system (Syteline) efficiently and accurately.
  • Resolving product or service issues by understanding customer complaints and providing empathetic support.
  • Researching problems and offering effective solutions to ensure customer satisfaction.
  • Communicating established pricing to customers and collaborating with Product Management or Account Managers as needed.
  • Coordinating with Planning/Scheduling to determine optimal shipping dates for expedited orders.
  • Keeping customers informed about the status of their orders and any changes to shipping timelines.
  • Managing billing inquiries with assistance from the finance team.
  • Maintaining accurate documentation of customer interactions and order details.
  • Preparing shipping documents for dispatched products as required.
  • Identifying areas for process improvement and contributing to the development of enhanced operational procedures.
  • Cross-training colleagues within the customer service department as necessary.
  • Performing additional duties as assigned.

Qualifications

High School Diploma or equivalent is required, with a minimum of one year of relevant experience. An Associate's degree or equivalent from a two-year college or technical school is preferred.

Skills Required:

  • Proficient in problem-solving and customer service.
  • Strong interpersonal and communication skills.
  • Ability to organize and plan effectively.
  • Experience with quality management and sound judgment.

Technical Skills:

Familiarity with ERP systems such as SAP or Syteline, along with proficiency in order processing software and MS Office, particularly Outlook and Excel.

Work Environment

The work environment is typically moderate in noise level, with occasional exposure to manufacturing or warehouse conditions. Regular communication via telephone and email is essential.

Work Hours

This position generally follows a standard workweek schedule with potential for occasional overtime.

At Safe Fleet, we empower our employees to cultivate their careers, providing the resources and support necessary for personal and professional growth.

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