Customer Support Coordinator

Purpose:

This role is primarily responsible for ensuring the efficient, accurate, and timely processing of all service work orders. A key aspect of the position involves maintaining up-to-date service-related documentation and facilitating its flow through the company’s processing system. Core responsibilities include providing administrative support to the service, rental and parts department, assisting with special projects, delivering customer service, in all areas, while handling communication and coordination tasks.

Responsibilities:

·        Provide professional customer service by handling calls, greeting walk-ins, fulfilling service and rental requests, and coordinating with technicians.

·        Open, maintain, prepare, and close customer, internal, warranty, and equipment work orders; verify job details, customer information, approvals, and required documentation.

·        Assist with walk-in and phone orders for parts for external customers, technicians, or sales personnel.

·        Assist with receiving in and logging parts inventory - fulfilling customer part orders, sales orders and/or for service tickets.

·        Post technician time to ensure accurate time and attendance record keeping.

·        Process John Deere Financial charges and promote customer enrollment.

·        Coordinate trucking schedules, driver logistics, and equipment setup.

·        Maintain accurate service records, department files, customer paperwork, and required signatures before equipment leaves the dealership.

·        Support the Service Manager with service projects and cross-department workflows.

·        Build long-term customer relationships that encourage repeat business and referrals.

·        Have the ability to run lawn mowers, tractors, skid steers, forklifts, ect. and demonstrate the proper and safe use of equipment to customers. Check rental equipment in and out, document damage or repair needs, maintain accessible daily rental reservations, and advise the Service Manager of maintenance needs.

·        Follow all safety rules and represent the dealership professionally.

·        Rotate Saturday shifts as needed for customer service coverage.

·        Perform other assigned duties as need.

Experience, Education, Skills and Knowledge:

• Experience communicating effectively verbally and in writing
• Willingness to be a team player and support the store as a whole.
• Must have familiarity with MS Office products to perform job responsibilities
• High School Diploma, GED, or equivalent experience required

Ability to use the dealer business system and other programs specific to the position.