Distribution - Administrative Assistant

The Administrative Assistant/Parts & Service Support plays a vital role in ensuring smooth daily operations by providing comprehensive administrative support. This position requires working collaboratively with management and team members on various tasks and projects while upholding Alliance Laundry Systems' quality standards, policies, and procedures.

The Administrative Assistant will be responsible for responding promptly to customer phone calls and email inquiries with a high sense of urgency while delivering outstanding customer service. Key duties include managing customer communications, maintaining accurate records, assisting with parts ordering and inventory management, coordinating service work schedules, and supporting management with day-to-day operations. The ideal candidate is detail-oriented, customer-focused, and excels at collaborating with team leaders to meet office deadlines and achieve operational goals.

• Provides front-desk coverage by managing a busy, multiline phone system, greeting guests as they enter the office, managing incoming/outgoing mail and office shipments, and maintaining an organized, clean office environment.
• Customer support expert, responsible for answering phone calls and email correspondence, and communicating with clients to answer inquiries. Expected to connect with internal teams to confirm and communicate status updates to customers. Partners with team leaders in preparing and following up with customer orders, quotes, invoices, and requests.
• Provide administrative and operational assistance by entering customer information into logging systems such as SAP, setting up vendors profiles, and filing customer/vendor records.
• Facilitate onboarding of new customers by collecting information, confirming credit terms, ensuring all required information and documentation are properly submitted and ensuring seamless setup with the corporate office.
• May assist with bookkeeping tasks such as processing customer payments and may communicate with corporate regarding local A/R and A/P inquiries.
• Forwards any potential leads and information to sales representatives according to the territory map.
• Will assist with general projects and ensure optimal use of office equipment, supplies, and inventories through preventive maintenance.
• Participates in process improvement initiatives as a cross-functional team member to maintain efficient department operations and effectively communicates top-level escalations to team leaders.
• Assist in maintaining accurate parts inventory records and help with reordering as needed.
• Process parts orders, returns, and warranty claims.
• Create and update work orders and service tickets in the system.
• Schedule service appointments and follow up with customers for updates or satisfaction checks.
• Communicate with technicians and vendors to ensure timely completion of jobs.

Education and Experience:

• High School diploma or equivalent required.
• 2 years of related work experience in a Customer Service /Administrative / Office Management background preferred. An equivalent combination of education, training, and experience will be considered.
• Experience in telephone and email/ticketing system-based customer support preferred.
• Proficient computer skills, including Microsoft Office Suite (i.e., Outlook, Word, Excel, Teams)

Skills and Abilities:

• Knowledge of office management systems, and office procedures with the capacity to make independent decisions daily, addressing and assessing the best way to handle specific tasks.
• Solid organizational skills and detail-oriented; Ability to self-manage workload and multiple projects simultaneously while managing and meeting deadlines.
• Excellent written, verbal, and interpersonal communication skills; Communicate effectively and professionally across all levels of the organization while maintaining a positive and enthusiastic demeanor.
• Basic understanding of inventory control and service scheduling.
• Strong work ethic; Self-starter, demonstrating a proactive approach, self-initiative, and tenacity. Resilient; Able to confidently navigate ambiguity and change.

  Standard and Physical Requirements:

• Position involves sitting for long periods, standing, manual dexterity, stooping, and bending.
• Position requires the ability to lift, carry, push, and pull up to 30 frequently. For greater weight items assistive devices will be provided.
• While performing the duties of this job, the employee is regularly required to talk and hear; and use hands to manipulate objects or controls. Specific conditions of this job are typical of frequent and continuous computer-based work requiring periods of sitting; close vision and the ability to adjust focus.

 Alliance Team Members Demonstrate DRIVE:

• Dedicated: Follows through on commitments. Strong say/do.
• Respectful: Acts with integrity and values diverse perspectives.
• Innovative: Always looking for a better way; leads change.
• Versatile: Adapts quickly to changing circumstances. Demonstrates agility.
• Engaged: Acts like an owner. Wants to create and grow a business which is tightly aligned with market needs.