Service Coordinator

3 weeks ago


Charlotte, North Carolina, United States The Raymond Corporation Full time
Job Summary

The Service Coordinator will play a crucial role in facilitating processes and coordinating the distribution of service-related information between customers, technicians, and additional support areas as required.

This position is primarily responsible for supporting the directed service manager and team in a fast-paced environment where the ability to multitask and prioritize requests requires a strong focus in customer service.

Key Responsibilities
  • Receive and prioritize service calls from customers, ensuring timely and efficient resolution.
  • Dispatch service technicians according to customer needs, providing support to maximize efficiency.
  • Follow up after emergency calls to ensure proper response times are met, maintaining high levels of customer satisfaction.
  • Communicate daily with assigned teams and technicians for daily coverage and needs, coordinating efforts to address daily, weekly, and monthly issues affecting customer service and profitability.
  • Consistently strive to ensure a level of service that exceeds customer expectations, tracking scheduled maintenance calls to confirm timely completion.
  • Notify appropriate departments with any customer issues and concerns, collecting purchase order numbers and matching documentation for customers as needed to ensure payment.
  • Manage special billing needs of customers, ordering follow-up parts issues for technicians and issuing purchase order numbers to vendors as required.
  • Receive, review, and distribute paperwork, performing other duties as needed and assigned.
Requirements
  • Minimum of high school diploma or equivalent.
  • Minimum of two years of experience in customer service or dispatch environment.
  • Data entry experience with Microsoft Office experience preferred.
  • Excellent communication skills: written, verbal, and listening.
  • Self-motivated team player with excellent customer service skills.
  • Detail-oriented with excellent organizational skills.
  • Sense of urgency with ability to handle frequently changing priorities and multiple tasks.
  • Ability to work in fast-paced environment.


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