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Service Operations Coordinator

2 months ago

Canton, Ohio, United States Greenbridge Full time
Job Overview

At Greenbridge, we pride ourselves on providing a comprehensive range of strapping solutions, including a wide selection of polyester and polypropylene strapping in various widths, colors, core sizes, and break strengths. Our extensive inventory ensures that we can meet the diverse needs of our customers efficiently.

The Service Operations Coordinator plays a crucial role in managing the workflow of our Field Service Technicians. This position is essential for ensuring that orders are accurately placed, processed, tracked, and dispatched promptly. The coordinator will work closely with both the Sales and Operations teams to enhance customer satisfaction and foster strong relationships with our clients.

Key Responsibilities
  • Oversee the input process for Field Service work orders, ensuring accuracy in pricing, terms of sale, product specifications, quantities, and customer instructions.
  • Adhere to company policies and maintain necessary documentation as required.
  • Collaborate with internal supply chain teams to proactively update customers on their order status, especially in the event of changes.
  • Ensure system accuracy for all Field Service sales orders and back orders, reflecting actual ship dates and entering appropriate reason codes for any changes.
  • Facilitate timely processing of product returns and invoice adjustments.
  • Engage with Field Service Technicians regarding pricing inquiries, discrepancies in customer purchase orders, order status updates, and monthly inventory management.
  • Handle quoting, follow-up, and execution of customer requirements efficiently.
  • Supervise the invoicing process for all Field Service engagements.
  • Demonstrate strong multitasking abilities, self-motivation, and a commitment to resolving issues effectively within a team environment.
  • Utilize available resources to address challenges and provide effective solutions.
  • Respond to customer inquiries via calls and emails with professionalism, providing product knowledge, order information, and addressing service issues.
  • Conduct customer satisfaction surveys to gather feedback.
  • Contribute to the development and enhancement of our Salesforce Field Service Lightning operations.
Qualifications
  • High School Diploma or GED is mandatory.
  • Associate's degree or a related field is preferred.
  • A minimum of 2 to 4 years of experience in customer service within a distribution environment is required.
  • Familiarity with ERP systems, particularly JDE, is essential.
  • Strong attention to detail and organizational skills are necessary.
  • Experience in the manufacturing sector, particularly in a B2B context, is advantageous.
  • Proficiency in Microsoft Office applications (Excel, Word, Outlook, Teams) is required.
  • Excellent communication, collaboration, and problem-solving abilities are crucial.
  • Ability to handle customer concerns with tact and empathy, strengthening relationships.
  • A strong team player with a sense of urgency, capable of multitasking, planning, and prioritizing effectively.
  • Detail-oriented mindset is essential.