Service Coordinator

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Receives requests from Customers, Sales people and Vendors for service related issues with products purchased and sold by Truitt and White in a friendly and professional manner. Non Truitt and White originated requests may also need to be evaluated and processed as a potential sales opportunity. These requests may be verbal, emails or phone calls and need to be processed efficiently and followed up on in a timely manner throughout the life cycle of the service claim. The coordinator will follow all established protocols for dealing with service solutions to maintain a fair and consistent outcome for all parties involved. Information will be passed along to all parties as it relates to technical support, installation and warranty information. This job will require extensive product knowledge as well as the ability to place orders. Proper documentation and related information will need to be maintained utilizing a variety of software solutions. The coordinator will need to be accessible and work with the Service Technicians in a collaborative, helpful and professional manner.

Core Competencies:

Product Knowledge, Accurate, Computer skills, Verbal Communication skills, written communication skills, time management skills, process management skills, Customer Service skills, Teamwork, Problem Solving, Dependability, Flexibility, Accountability, Punctuality, Relationship Building

Responsibilities:

• Serve as the contact point for all service requests and service support matters
• Respond to all contacts in a timely, proficient and professional manner and within 24 hours with follow up as needed
• Create and maintain service files and database with complete and accurate information
• Place orders for parts in an accurate and proficient manner
• Work with and be responsive to the Service Technicians requests
• Maintain service schedule and clearly communicate with Customers and Technicians
• Follow up with customers and all involved parties in a timely and professional manner
• Maintain product warranty information and make available to customers as requested
• Write and process orders for warranty and non-warranty service calls and parts
• Work with Management as needed to improve our service process
• Report to management as required any appropriate service issues, requests or problems
• Maintain and control inventory parts as needed
• Work with Vendors in a professional manner that protects Truitt and White interests
• Work with non-Truitt and White service providers in a professional manner as needed
• Act as a liaison for all involved parties
• Maintain files and your office space in a neat and orderly manner
• Help train support or back up personnel as needed
• Conduct all follow up matters in a timely and professional manner
• Document all service related conversations
• Perform jobsite visits as needed and document all findings
• Perform additional duties as required or requested
• Communicate with customer if service will be chargeable and at what rate

Qualifications:

To perform this job successfully, an individual must be able to meet or perform the following essential requirements.

• Education: High School diploma or equivalent with some college education is preferred
• Work Experience: 5 years in customer service rolls such as sales in the building products or millwork industry
• Computer skills: Proficient in Micro Soft Office Word and Excel , OMS and other vendor’s Order Management Systems, Bistrack Customer Relationship Management and Point of Sale
• Language Skills: Proficient in English reading, writing and speaking and uses professional business grammar, can communicate in a friendly helpful demeanor, fluent in Spanish is a plus
• Math Skills: add, subtract, multiply and divide using whole numbers, fractions and decimals in all units of measure and compute rates, ratios and percent’s
• Reasoning Skills: Use common sense to fulfill the job requirements, carry out instructions and evaluate information and when problem solving.
• Physical Demands: Able to sit or stand for extended periods, converse with people both in person and on the phone and computer inside or outside, bend and kneel occasionally, walk on uneven terrain, ride in and/or drive a car, lift up to 30# occasionally, climb stairs, reach and grasp, be around noisy equipment, work on a computer
• Licenses: Current Class C California Driver’s License, maintain an insurable driving record
• Mental/Emotional Demands: Able to work closely with others in a team environment, can handle upset individuals with a positive attitude, able to multi task, work within deadlines and time constraints
• Work Schedule: TBD but must be compatible with technicians’ schedule
• Training: Some ongoing product training will be required that may require going to a Supplier or outside source. In house training is also done on a timely basis and may require mandatory after hour meetings.