Emergency Roadside Service Coordinator

Job Summary:

The role is responsible for incoming breakdown/repair calls, setting up the repairs, notifying the terminal, customer service, and the customer as necessary, as well as other duties as assigned. The candidate is required to make situational decisions for each call to insure the safety of the driver, as well as the most economical and prompt resolution of the repair for peak utilization of equipment and personnel.

Key Responsibilities:

• Inbound calls from drivers/customers/vendors/terminals regarding equipment breakdowns- these are critical and top priority.
• Any other inbound calls, assist caller or route to the appropriate department/terminal.
• Setting up vendors for breakdowns, includes vendor selection and price negotiation with an eye for cost management and time efficiency of repair.
• Timely notification to the rest of the team, operations, customer service and external customers of breakdowns that affect pick up/delivery. Follow up with all parties as the repairs progress and are completed.
• Check for warranty coverage of repairs on a case-by-case basis, to reduce out-of-pocket expenses.
• Create vendor repair orders coded to the correct unit, completing all necessary information on each tab and coding to the correct VMRS codes for the item(s) being repaired. Including attaching estimates, invoices, pictures or email authorization in the case of O/O or customer equipment repairs. Updating PM tab if they are part of the maintenance and making sure the dates are accurate.
• Work with internal Action shops to schedule drivers for repairs, PM’s or other necessary maintenance.
• After hours, weekend and Holiday support to drivers for any repairs, as well as ELD support, load info, fuel card issues, hotel & rental cars setups, obtain permits & registrations, etc. After hours, weekend, and holiday support for all other inbound calls- may include customers, new hires, etc.

Experience and Minimum Skill Requirements:

• High school diploma or equivalent.
• Proficient computer skills, including Microsoft Office suite (Excel, Outlook, etc.)
• Must have good communication skills both oral and written.
• Show empathy to the needs of the drivers, operations, and all company employees or customers. Must be able to effectively communicate those needs to others inside and outside of the company.
• Must maintain a professional attitude and demeanor in all forms of communications with everyone- inside/outside the company at every level.
• Self-starter, who seeks to grow their knowledge and skill sets, goal oriented.

Preferred Qualifications

• Experience in the transportation industry- operations, breakdowns or maintenance
• Experience in McLeod and/or Dossier
• Capability to shift with a vigorous work environment and fast shifting priorities and demands, with little or no guidance.
• Proficiency to receive information, and accurately relay it via phone, email, teams.
• Proficiency to handle information with maximum accuracy and attention to detail and follow up.
• Capability to effectively manage time and assets to complete daily/weekly/monthly tasks.
• Capability to work both individually and as part of a team. This includes interactions within the company at all levels and outside the company from vendors to external customers or any other inbound caller.
• Capability to meet or surpass customer requirements and expectations to provide superior service