Customer Service Coordinator

Purpose of the Role:

Responsible for processing and tracking parts orders for both internal and external customers. Must be customer-focused and project a positive, professional image for SencorpWhite. Must have excellent organizational skills and take direction well from supervisor. 

Key Responsibilities  

• Process incoming parts orders from internal and external customers via email, phone call and website inquiry. 
• Enter orders daily and track orders from receipt to shipment to delivery. 
• Track backlog and escalate priority orders. 
• Collaborate and communicate with production, purchasing, and engineering to facilitate accurate and on time delivery of information and shipments to customers. 
• Monitor orders, backlog, and credit status and production delays to proactively advise order delays to customers internally and externally. 
• Oversee and RMA related processes and highlight data on repeat failures. 
• Access equipment manuals and drawings to assist customers in identifying components needed. 
• Create recommended spare parts lists for new machine implementations and follow up with customers

Additional Duties   

• Maintain service department records including current & historical purchase orders, sales order acknowledgements, pick list/shippers, on –site reports and invoices.
• Prepare reports for management using data from MRP and Excel as needed. 
• Research and respond to customer inquiries regarding invoices, or other administrative issues. 
• Answer departmental phones as required and dispatch calls to within the department or company. 
• Perform other duties as assigned. 

Education and Experience

• 2 years of administrative experience.
• Microsoft Word and Excel experience. 
• Salesforce experience or similar CRM is a plus. 
• Excellent communication, organization, and time management skills. 
• Demonstrates a positive attitude.
• Overtime may be required to meet customer needs.  
• Ability to read prints, research past parts orders and utilize product manuals.

Core Competencies

• Safety – Observes and enforces safety procedures; reports potentially unsafe conditions.
• Quality-   Strives to eliminate errors, accurate work is a priority, seeks opportunities to improve a process that is implemented
• Productivity - Manages workload, works efficiently, meets goals and objectives
• Employee Engagement – Passionate about job and company, committed to the company and puts discretionary effort into work.

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification.  The description is not designed to contain or to be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required to employees assigned to this job.