Service Logistics Coordinator

4 weeks ago

Redwood City, California, United States The Fountain Group Full time
Job Description:

The Service Logistics Coordinator is a key role within The Fountain Group, responsible for interacting with customers in an active call center environment. This position requires a high level of customer service to assist internal and external customers in their day-to-day activities, resulting in generating impactful success.

Responsibilities:
  • Respond to and resolve customer requests, including processing orders, quotations, requests for service, pricing, product availability, order status, billing questions, and handling complaints and returns.
  • Conduct and post Field Service Engineer's physical inventory results.
  • Evaluate and process purchase orders and scope of work, ensuring compliance with company policies.
  • Execute daily/weekly reports on unshipped items, KPIs, returns, drop shipments, and manage back-order status and schedule shipments.
  • Provide accurate information and options regarding parts availability of in-stock items.
  • Work with other departments to find solutions for both internal and external customers regarding a variety of topics.
  • Follow established service quality standards and meet processing times and follow-up actions in accordance with departmental standards.
  • Daily application of DBS, create and document standard work, and continuously improve processes.
  • Conduct effective training to new hires, team members, and adhere to departmental processes.
  • Provide administrative support to management.
  • Additional duties as required and/or assigned.

Requirements:
  • 2 years of experience in a heavy volume Call Center and Customer Service role.
  • Proficient in MS Office (Excel, Word, PowerPoint, and Visio). SFDC and Oracle preferred.
  • This position requires repetitive typing, considerable interaction on the telephone, and regular viewing of multiple computer monitors.

Competencies:
  • Excellence in Customer Service as a must - high sense of urgency.
  • Accuracy is required in performing all functions of this position.
  • Strong phone, verbal, and email communication skills along with active listening.
  • High attention to detail, follow-up, multi-tasking, and conflict resolution.
  • Understand the goals and objectives of the Team, Department, Company.
  • Demonstrate a high level of integrity, commitment, and dependability.
  • Strong work ethic and a high level of self-accountability and dependability.
  • Works independently and as part of a team.

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