Customer Service Coordinator

7 days ago

Hyannis, Massachusetts, United States SencorpWhite Full time
Customer Service Coordinator

SencorpWhite is seeking a highly organized and customer-focused Customer Service Coordinator to join our team. As a key member of our service department, you will be responsible for identifying, quoting, and processing parts orders for both internal and external customers.

Key Responsibilities:
  • Assist customers with parts identification, quoting, and processing incoming parts orders via email, phone call, and website inquiry.
  • Enter and track orders daily, from receipt to shipment to delivery.
  • Track backlog and escalate priority orders.
  • Collaborate and communicate with production, purchasing, and engineering to facilitate accurate and timely delivery of information and shipments to customers.
  • Create and send recommended spare parts lists for new machine orders to customers.
  • Monitor orders, backlog, credit status, and production delays to proactively advise order delays to customers internally and externally.
  • Oversee and RMA related processes and highlight data on repeat failures.
  • Access equipment manuals and drawings to assist customers in identifying components needed.
  • Manage Ceratek inquiries that require technical support and ensure they are responded to, if not resolved, in a timely manner.
Additional Duties:
  • Maintain service department records including current and historical purchase orders, sales order acknowledgements, pick list/shippers, on-site service reports, and invoices.
  • Prepare reports for management using data from MRP (Material Requirements Planning) system and Excel as needed.
  • Research and respond to customer inquiries regarding invoices or other administrative issues.
  • Answer departmental phones as required and dispatch calls to within the department or company.
Qualification Requirements:
  • 2 years of administrative experience.
  • Proficiency in Microsoft Word, Excel, and Outlook.
  • Experience with Salesforce or a comparable CRM platform is a plus but not required.
  • Ability to read prints, research parts, and utilize product manuals for troubleshooting.
  • Excellent communication, organization, and time management skills.
  • Demonstrates a professional demeanor with internal and external customers.
  • Demonstrates a positive attitude and willingness to collaborate on continuous improvement projects.
  • Flexibility to work overtime as needed to meet customer needs.

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