Service Account Coordinator

4 days ago

Fremont, California, United States Pivot Interiors, Inc. Full time
Job Description

SUMMARY

Responsible for planning, directing, and coordinating activities for the Google Service account to ensure successful project execution within established timeframes and budget parameters. This involves receiving, responding, and tracking service request tickets while providing exceptional customer service.

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Establish strong relationships with clients to maintain the highest standard of customer satisfaction.
  • Participate in project meetings with the Google Service team and others as needed to ensure seamless coordination.
  • Coordinate scheduling with clients and vendors to meet project requirements.
  • Provide clients with timely updates and confirmations to ensure transparency.
  • Act as the single point of contact with client representatives for coordination of all MACs (moves, adds, and changes) and service requests.
  • Collect and relay necessary information for customer-generated MAC/service requests and product deliveries.
  • Oversee all on-site service day activities and deliveries, ensuring successful project execution.
  • Monitor and track actual labor time expended to ensure accurate billing of time and materials.
  • Prepare quotations for products and/or services as requested and track orders for timely delivery.
  • Coordinate product receipts and product pulls from customer inventory stored in Pivot's warehouse using AIM to manage the process.
  • Process necessary paperwork to replenish customer stocking programs as required per client standards.
  • Review preliminary work lists with assigned client representatives and distribute resulting documentation.
  • Communicate with all parties involved in MAC/service requests to ensure timely execution and coordination.
  • Prepare and distribute required documentation to client representatives to coordinate MAC/service and delivery activities.
  • Track new product orders for MAC/service requests and schedule required installation and delivery requests through Pivot service operations.
  • Perform additional project and client-related duties as needed, including project coordination, scheduling of labor, and arranging installation and delivery schedules.
  • Collaborate with team members to ensure job completion at a high level of satisfaction and accuracy.
  • Review scope of services forms and project descriptions to provide required detailed information and unique requirements for work orders.
  • Develop detailed work plans that provide loading requirements, material handling, logistical plans, and identification of potential issues.
  • Schedule labor and communicate daily work schedules to associated service teams.
  • Facilitate changes to scope of work and obtain approved change orders as needed.
  • Confer with relevant project personnel to provide technical advice and help resolve problems.
  • Organize and submit invoicing packages monthly.
  • Enter work time into internal databases by job/project on a weekly basis.
  • May assist with warranty and repair support as needed.

SUPERVISORY RESPONSIBILITIES

This position has no supervisory responsibilities.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

EDUCATION and/or EXPERIENCE

High school diploma or GED required. Three to five years related experience and/or training may be substituted for some experience or formal education requirements. Working knowledge of furniture systems and electrical/cabling issues essential. Previous project-related supervisory experience required. Demonstrated ability to logistically plan all phases of the project cycle essential.

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