What are the responsibilities and job description for the Service Coordinator position at ORR Protection?
SERVICE COORDINATOR
Since 1948, the Orr family has employed a talented team of associates who are committed to ORR Corporation’s mission of protecting people, property and the environment. Today ORR supports more than 300 associates across the country while still maintaining the principles of safety, family and integrity that they were built on so many decades ago. When you join the ORR family, you know who you’re working for and what you’re working for. Let our past inspire your future.
Learn more about our company culture here.
JOB SUMMARY
ORR’s Service Coordinators work closely with customers, subcontractors, field operations, and internal account managers to schedule and dispatch routine service, emergency calls, and repair work. They ensure jobs are completed on time, meet Service Level Agreements (SLAs), and are scheduled as efficiently and profitably as possible.
- Create and Edit Field Orders in ERP system.
- Audit Validity of Field Orders in ERP
- Dispatch Field Orders
- Schedule Subcontractors
- Cut Subcontractor Purchase order (PO)
- Work with Field Operations to Create Profit Driven Routine Service Schedules that meet Service Due Dates and Customer SLA’s
- Achieve Monthly On-Time Completion targets (to be defined)
- Confirm and coordinate Routine Service Schedules with Customer, Service Account Team, Subcontractor and Field Operations.
- Maintain accurate Field Order Statuses
- Work with Field Ops to Create and Obtain Profit Driven Schedules for Scheduled Repairs that meet Due Dates and Customer SLA’s
- Dispatch, Confirm and Coordinate Scheduled Repairs with Customer, Subcontractor, Service Account Team and Field Operations
- Take Emergency Service Call Requests via Phone, Email, Text, (Instant Message) IM or Portal from Customer, 3rd Party, Account Team or Others
- Dispatch, Confirm and Coordinate Emergency Service with Customer, Subcontractor, Service Account Team and Field Operations
- Achieve Daily, Weekly or Per Tech revenue targets (to be defined)
- Create Sales Order in ERP
- Confirm Quote function in ERP for Emergency Service
- Accurately enter Data into ERP or other Systems
- Respond promptly to Customer needs via email, phone, text, IM or Portal
- Maintain communication with customer or Account Team until resolution or hand off
- Customer Portal Entry
- Coordinate with Project and Project Management teams to ensure adequate, appropriate and efficient use of resources
- Respond to, enter, manage and maintain scheduled activities in ERP
- Assist with Subcontractor scheduling or escalation as needed
- Participate in internal and Customer meetings as required
- Conform to company quality system
QUALIFICATIONS
- Customer Service experience or demonstrated proficiency
- Analytical thinker
- Ability to excel in collaborative environments
- Ability to work independently
- Goal Oriented
- Can make data driven decisions quickly
- Understanding of spreadsheets and basic filters, formulas and functions
- Ability to excel in high pace environments
- Data Entry Skills
EDUCATION and/or EXPERIENCE
- HIgh School Diploma or Equivalent
- Experience in customer service, dispatch or general business administration, preferred
- Microsoft Office Products
- Intermediate level user of Excel or equivalent
WORK ENVIRONMENT
- This role operates within an office setting.
ONCE YOU JOIN OUR TEAM, YOU’LL GET TO ENJOY:
- Working for a company where the associates are viewed as the company’s greatest asset.
- Being part of something you can be proud of – making a difference in the health and wellness of people and our planet.
- A growing company with a first class reputation in our respective industries.
- A culture that is fun, family oriented and entrepreneurial.
- A company that offers a focus on work life balance and encouragement to make a big impact.
- A caring group of associates with a commitment to make the communities we work in better for all.
- Excellent benefits including 401(K), health, life, dental, tuition reimbursement and numerous perks such as training and development
Equal Opportunity Employer / Vet / Disabled