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Customer Service Coordinator

10 hours ago

San Juan, San Juan, United States Novomatic Americas Puerto Rico LLC Full time
:

NOVOMATIC Americas is a member of the NOVOMATIC Group of Companies. As NOVOMATIC's local subsidiary in the USA it is responsible for distributing gaming technology for the North American and Caribbean market. With around 20,000 employees worldwide in R&D, gaming operations and equipment manufacturing, NOVOMATIC Group of Companies offers a world class product portfolio of slot machines, electronic table games, management systems and market leading game content.

Job Description:

Novomatic Americas is looking for an individual with strong customer service and problem-solving skills to fill our vacant Customer Service Coordinator position. We need an enthusiastic individual who is able to listen to customer service issues and offer unique and efficient experience. Provide support and guidance to Field Service Technicians on routine services such as Installation, Software Conversions, Maintenance and Service Repairs. A successful candidate in this role will have a comprehensive understanding of the company's service policies and be well-trained in product knowledge in order to offer quick and accurate assistance to customers.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Develop and maintain a professional image while representing Novomatic Americas in both personal interfaces and those communicated via the phone or e-mail.
  • Communicate any customer concerns or issues via phone or email to the Technical Support team in a timely manner.
  • Keep customer abreast of any issues or delays with service orders, conversions and/or parts.
  • Maintain accurate information pertaining to customer database, Sales Orders and Invoices, warranty parts and RMAs.
  • Follow assigned service procedures as it relates to sales quotes, sales orders, sales order processing, sales order follow-up and delivery.
  • Coordinate customer issues and requests; expedite or escalate for resolution in a timely manner.
  • Responsible for direction and providing jobs instructions to Field Service Technicians.
  • Interface with customers and sales personnel on outstanding parts and conversion orders.
  • Perform all analytical reports and clerical functions including; filing, typing, etc. as identified by management.
  • Enter customer parts and conversion orders in Business Central and Field Point.
  • Works with Sales and Customers to understand scope of Field Service projects.
  • Coordinate new installations, software conversions, removals, and service repairs directly with customers and third-party companies, when applicable.
  • Create and review Shipping Notification for Gaming Commission.
  • Manages procurement process and ensure material is ordered and delivered to job sites in time.
  • Keep an accurate Field Service Technician Schedule.
  • Overview of sales order and software conversion form to ensure all Approval permits are accurate and in place prior any activity in the Field.
  • Create, track, review, and close works orders such as Installations, Conversions, Removals, Preventive Maintenance, On-Site and Phone Support.
  • Keep customers and Field Service Technicians informed of order status, cost of repairs and timeline for job completion.
  • Provide weekly update on Field Service Activities to management team.
  • Ensure accurate records of all Field Service activities are maintained.
  • Tracks and maintains record of warranty work.
  • Maintain database of all products currently in the field.
  • Answer phone calls and emails for customer concerns or orders.
  • Professionally interface and respond to questions from customers, service personnel and others within the company as required.
  • All other duties and tasks as assigned.

Requirements:

  • High School diploma required, Associates degree preferred.
  • Microsoft Office (Outlook, Word, Excel, Power Point).
  • Customer Service experience.
  • Critical thinking and creative problem solving.
  • Organization and teamwork.
  • Ability to work in a fast-paced environment.
  • Excellent verbal and written communication skills.

Standard Benefits:

NOVOMATIC Americas offers a range of available benefits to all employees, including available medical, dental and vision programs. Company paid short-term and long-term disability and basic life insurance. Other benefits include PTO accrual, paid holidays and company matched 401K.

NOVOMATIC Americas Sales, LLC is an Equal Opportunity Employer and does not discriminate against applicants for employment because of race, color, sex, age, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.

Candidates are subject to pre-employment drug screens and background checks.