Customer Service Order Specialist

2 weeks ago

Novi, Michigan, United States Kistler Instrument Corp. Full time
Job Overview

Position Summary:

As a key member of the Service team, the Service Coordinator plays a crucial role in managing service requests and ensuring top-notch customer satisfaction. This position involves meticulous coordination of service orders, fostering effective communication with customers, and collaborating with various departments to resolve inquiries efficiently.

Key Responsibilities:

  • Serve as the main contact for customer inquiries regarding service updates and pricing.
  • Perform thorough evaluations of service requests.
  • Generate cost estimates using CRM (C4C) and ERP (SAP S4 Hana) systems for Calibration, Field Service, and Repair services, ensuring accuracy in application codes and sales identifiers.
  • Follow up on service cost estimates and manage post-order activities.
  • Oversee the intake of equipment from customers.
  • Proactively inform customers about changes in service status and manage order modifications in collaboration with Service Administration.
  • Record new contacts, accounts, and email communications in C4C, maintaining up-to-date account information.
  • Transform service contract quotes into contract orders upon receipt and verification of purchase orders, and create repair orders as necessary.
  • Confirm pricing and delivery timelines on quotes.
  • Ensure precision in converting quotes to orders, including application codes, sales information, shipping and payment conditions, delivery dates, total amounts, request dates, and confirmation dates.
  • Assist with follow-ups on Non-Conformance Reports (NCR) in coordination with Sales Assistants.
  • Facilitate prompt issue resolution through effective communication with suppliers, carriers, and internal teams, addressing urgent matters swiftly.
  • Collaborate with group companies to track the progress of service orders.
  • Maintain the integrity of CRM (C4C) and ERP (SAP S4 Hana) databases, ensuring they reflect the current status of orders.

Qualifications:

  • Preferred qualifications include an associate or bachelor's degree in administration.
  • Demonstrated experience in delivering exceptional customer service.
  • Strong verbal and written communication abilities.
  • Excellent organizational skills, with a keen eye for detail and effective time management.
  • Ability to work independently as well as collaboratively in a team-oriented setting.
  • Familiarity with C4C and SAP S4 Hana (preferred) or other CRM/ERP systems.
  • Capacity to identify challenges and employ creativity to devise solutions.
  • Strong work ethic and a commitment to service excellence.
  • Proficient record-keeping and analytical skills.
  • Adaptability to shifting priorities and demands.
  • Dedication to ongoing improvement and professional development.

About Kistler:

Kistler is a leading global provider of dynamic measurement technology, specializing in the measurement of pressure, force, torque, and acceleration. Our innovative technologies serve as the foundation for Kistler's modular solutions, empowering clients in various industries to enhance their products and processes, thereby achieving a sustainable competitive advantage. As a pioneering Swiss enterprise, we are at the forefront of advancements in automobile development, industrial automation, electrified drive technology, automated and connected driving, emission reduction, and smart factories through our unique sensor technology.

Why Kistler?

At Kistler, we value and nurture your expertise. We offer a range of exciting career opportunities within a global framework, complemented by a comprehensive benefits package that includes medical, dental, vision, life, and disability coverage, a 401k plan with a 4% company match, and generous personal and vacation time allowances. Join us and contribute to a team that is shaping the future of measurement technology. Kistler Instrument Corporation is an Equal Opportunity Employer.

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