Senior Service Coordinator
2 weeks ago
Senior Service Coordinator
Department:
RD&S
Employment Type:
Full Time
Location: Fairless Hills, PA
Overview:
The Senior Service Coordinator 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 dedicated to delivering exceptional customer service while efficiently addressing the needs of key account customers for field service, repair shop services, and equipment sales.
The role requires close collaboration with RD&S service, contract, and sales teams to foster long-term partnerships with commercial and industrial clients, including cold storage and distribution facilities.
Key Responsibilities:
- Direct senior field technicians on daily tasks, encompassing service project installations, planned maintenance, and urgent service requests.
- Coordinate labor priorities with the RD&S Service Manager to ensure effective scheduling of technicians for critical projects.
- Lead weekly manpower meetings to allocate resources for start-up and senior service technicians.
- Address customer inquiries regarding service work promptly and professionally through various communication channels.
- Generate and relay key account customer quotes and orders in collaboration with the sales team, ensuring efficient processing within the system.
- Collaborate with subcontractors and vendors to procure necessary resources and materials for service projects.
- Manage communication with customers regarding any changes in order statuses that may affect service delivery timelines.
- Oversee weekly processing of technician time sheets and expenses.
- Facilitate the closure of work orders and hand off invoices to the billing department.
- Prioritize customer support tasks and collaborate with other departments (accounting, sales, logistics) as needed.
- Perform 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 fast-paced customer support environment, preferably in a business-to-business context.
- Proven experience in service scheduling, order processing, and inside customer service for industrial clients.
- Ability to manage challenging customer interactions effectively.
- Proficiency in Microsoft Outlook, Microsoft Teams, work order software, and other relevant business applications.
- Capability to work independently and collaboratively within a team.
- Strong organizational skills and the ability to multitask under pressure.
- Excellent written and verbal communication skills.
- Self-motivated with a sense of urgency and a strong desire to learn.
- Ability to follow instructions and efficiently enter data into software systems.
Benefits:
- Comprehensive healthcare benefits available from the first day of employment, 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, with options for supplemental coverage.
- Accident and Hospital Indemnity insurance.
- Company-paid short and long-term disability insurance.
- Pet insurance.
- Employer-matched 401(k) savings plan with Roth option.
- Weekly pay schedule.
- Generous paid holiday schedule (11 days per year).
- Paid time off for vacation and sick leave.
- Opportunities for learning and development.
- Employee referral bonus program.
- Tuition reimbursement.
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