Service Logistics Coordinator

2 months ago


Redwood City, California, United States The Fountain Group Full time
Service Logistics Coordinator

We are seeking a highly skilled Service Logistics Coordinator to join our team at The Fountain Group. As a key member of our operations team, you will play a critical role in ensuring the smooth delivery of our services to our customers.

Key Responsibilities:
  • Respond to and resolve customer requests in a timely and professional manner, including processing orders, quotations, and requests for service.
  • Conduct and post Field Service Engineer's physical inventory results, ensuring accuracy and attention to detail.
  • Evaluate and process purchase orders and scope of work, ensuring compliance with company policies and procedures.
  • Execute daily/weekly reports on unshipped items, KPIs, returns, drop shipments, and back-order status, ensuring timely resolution of issues.
  • Provide accurate information and options regarding parts availability, ensuring customer satisfaction.
  • Work collaboratively with other departments to find solutions for internal and external customers, demonstrating a high level of customer service.
  • Follow established service quality standards, meeting processing times and follow-up actions in accordance with departmental standards.
  • Apply DBS principles, 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, as required.
Requirements:
  • 2 years of experience in a heavy volume Call Center and Customer Service role.
  • Proficient in MS Office (Excel, Word, PowerPoint, and Visio), with experience in SFDC and Oracle preferred.
  • Ability to work in a fast-paced environment, with repetitive typing, considerable interaction on the telephone, and regular viewing of multiple computer monitors.
Competencies:
  • Excellence in Customer Service, with a high sense of urgency.
  • Accuracy in performing all functions of this position.
  • Strong phone, verbal, and email communication skills, with active listening.
  • High attention to detail, follow-up, multi-tasking, and conflict resolution.
  • Understanding of the goals and objectives of the Team, Department, and Company.
  • Demonstration of a high level of integrity, commitment, and dependability.
  • Strong work ethic and a high level of self-accountability and dependability.
  • Ability to work independently and as part of a team.


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