What are the responsibilities and job description for the SERVICE COORDINATOR position at JB Sash & Door?
Location: JB Sash Chelsea MA warehouse / Hybrid Warehouse and Remote / Fully Remote
Reports To: Service Manager
Position Summary
The Service Coordinator will support the Service Manager and Service Department by coordinating service parts, assist in scheduling field technicians, and serving as a key communication link between Sales, Service, and Vendors. This role is responsible for ensuring service issues are addressed quickly and efficiently, with accurate documentation and proactive communication throughout the service lifecycle.
Key Responsibilities
Service Coordination & Communication
- Work directly with the Sales team to identify parts and materials required for service calls and warranty issues.
- Communicate service status updates with Sales Team during and upon completion of service activities.
- Coordinate service information between Sales and Service departments to ensure alignment on scope, timing, and resolution.
- Review field technicians’ jobsite notes and ensure accurate documentation and follow-up actions.
Parts Management
- Coordinate packaging and shipping of in-stock service parts.
- Research and order special-order parts as required.
- Perform parts review and research to identify correct replacement components and alternatives.
- Communicate with multiple vendors across multiple product lines regarding parts availability, pricing, and lead times.
Scheduling & Logistics
- Assist in scheduling service technicians and coordinate service visits based on priority, availability, and customer needs.
- Work with the Service Manager to prioritize urgent service issues and ensure timely resolution.
Administrative & Systems Support
- Modify, update, and complete service cases in Salesforce, ensuring accurate tracking and documentation.
- Submit vendor reimbursement requests and track resolution.
- Maintain service documentation, parts records, and service case status updates.
Process Improvement
- Assist the Service Manager in identifying service inefficiencies and opportunities for process improvements.
- Support continuous improvement of service workflows, documentation, and communication with customers and sales team and service technicians
Qualifications
- 2 years in service coordination, customer support, logistics, construction materials, or related field (windows/doors/building products experience preferred).
- Strong organizational and multitasking skills with the ability to manage multiple service cases simultaneously.
- Experience with Salesforce or similar CRM/service management platforms preferred.
- Familiarity with parts ordering, vendor coordination, and field service operations.
- Excellent written and verbal communication skills.
- Proficiency in Microsoft Office (Excel, Outlook, Teams).
Preferred Skills
- Knowledge of window, door, or building envelope products and components.
- Experience working with vendors, distributors, and field technicians.
- Understanding of warranty and service workflows.
- Strong problem-solving and follow-through skills.
Key Competencies
- Attention to detail
- Customer and sales support mindset
- Ability to prioritize urgent service needs
- Cross-functional collaboration
- Process-oriented thinking