Senior Service Operations Specialist

2 weeks ago


Fairless Hills, Pennsylvania, United States Kelvin Group Full time

Senior Service Operations Specialist

Department:
RD&S

Employment Type:

Full Time

Location: Fairless Hills, PA

Overview:
The Senior Service Operations Specialist plays a pivotal role within the service support team, focusing on cultivating strong relationships with clients, managing order processing, and providing updates on work order statuses. This position is essential in delivering exceptional customer service while efficiently addressing key account needs related to field service, repair shop operations, and equipment service sales.

In collaboration with RD&S service, contract, and sales personnel, the Senior Service Operations Specialist aims to foster enduring client partnerships across various commercial and industrial sectors, including cold storage and distribution facilities.

Key Responsibilities:
1. Direct senior field technicians on daily tasks, encompassing service project installations, planned maintenance, and urgent service requests.
2. Communicate labor priorities with the RD&S Service Manager to ensure optimal scheduling of technicians for critical projects.
3. Lead weekly manpower meetings to allocate resources effectively for service assignments.
4. Address customer inquiries regarding service work promptly and professionally through various communication channels.
5. Generate and relay key account quotes and orders to the sales team, assisting in the processing of these tasks within the company’s systems.
6. Coordinate with subcontractors and vendors to procure necessary resources and materials for service projects.
7. Liaise with the parts warehouse and vendors regarding purchase orders and timely delivery of components, including urgent requests.
8. Notify customers of any changes in order status that may affect service delivery timelines.
9. Process technician time sheets and expenses on a weekly basis.
10. Facilitate the closure of work orders and hand off invoices to the billing department.
11. Manage multiple customer support priorities effectively within the organization.
12. Collaborate with other departments, including accounting and logistics, in a professional manner.
13. Undertake additional service department tasks as assigned by the department manager.

Working Hours:
7:30 AM to 4:30 PM, with additional hours as required.

Qualifications:
- High school diploma or equivalent required.
- 3-5 years of experience in a dynamic customer support environment, preferably in a business-to-business context.
- 3-5 years of experience in service scheduling, order processing, and customer service for industrial clients preferred.
- Proven ability to manage challenging customer interactions effectively.
- Proficient in Microsoft Outlook, Microsoft Teams, work order software, and other relevant business applications.
- Ability to work independently and collaboratively within a team.
- Strong organizational skills and the ability to prioritize tasks under pressure.
- Excellent written and verbal communication skills.
- Self-motivated with a strong sense of urgency and a desire to learn.
- Capable of applying common sense to follow instructions provided in various formats.

Benefits:
- Comprehensive healthcare benefits available from day one, including medical, dental, vision, and prescription coverage.
- Health Reimbursement Arrangement (shared cost deductible).
- Flexible Spending Account (FSA) and Dependent Care Spending Account (DCSA).
- Company-paid life insurance and supplemental options for employees and dependents.
- Accident and Hospital Indemnity coverage.
- Company-paid short and long-term disability insurance.
- Pet insurance options.
- Employer-matched 401(k) savings plan with Roth option.
- Weekly pay schedule.
- Generous paid holiday policy (11 days per year).
- Paid time off for vacation and sick leave.
- Opportunities for learning and development.
- Employee referral bonus program.
- Tuition reimbursement options.



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