What are the responsibilities and job description for the Service Operations Coordinator position at Shoppa's Material Handling?
Description
Service Operations Coordinator
Family owned and operated since 1981, Shoppa’s Material Handling is one of the fastest growing and most successful material handling dealerships in the United States. We are proud to be an authorized dealer of Toyota Material Handling – the bestselling forklift brand in the world and a recognized leader in quality, durability, safety and innovation. Through our nine locations across Texas and Kansas City, MO, we provide a comprehensive array of products, services and integrated systems that help our customers streamline the storage and movement of their goods.
Job Summary
The Service Operations Coordinator plays a key role in the Dock & Door division, supporting daily operations while driving continuous improvement across scheduling, dispatch, work order management, and administrative processes. This position bridges the gap between the field and the office — ensuring that Planned Maintenance (PMs), service calls, billing, and reporting are completed accurately, efficiently, and on time.
The ideal candidate is detail-oriented, highly organized, and thrives in a fast-paced service environment. They will learn and master our ERP system (ELC), streamline processes through automation and data analysis, and help establish expert-level standards in coordination, documentation, and communication.
Working closely with leadership, the Service Operations Coordinator will take ownership of key operational tasks, develop vendor and reporting systems, assist with technician dispatching, manage PM schedules, and contribute to measurable improvements in departmental performance. This is a hands-on, growth-oriented role designed for someone who wants to make an impact and build a long-term career in a growing service organization.
Essential Functions
QUALIFICATIONS:
This position is primarily office-based (approximately 90%), working standard business hours of 8:00 AM to 4:30 PM, Monday through Friday.
Physical Demands
Work is performed in a professional office environment with regular use of computers, phones, and standard office equipment.
Must be able to sit or stand for extended periods and maintain focus in a fast-paced, detail-oriented setting.
Occasional movement within the facility may be required to communicate with service, parts, or dispatch personnel.
May occasionally lift or move light office items such as binders, reports, or small packages (typically under 20 lbs).
Minimal exposure to noise or temperature variations; most work is conducted in a climate-controlled setting.
Requires clear and professional communication in person, over the phone, and through written correspondence.
Expected to maintain confidentiality, professionalism, and attention to detail in all work activities.
Shoppa’s Material Handling is an Equal Opportunity Employer, including disabled/veterans”; (b) “EOE/Disability/Vets”; or (c) “Shoppa’s provides equal employment opportunities to applicants and employees without regard to race; color; sex; gender identity; sexual orientation; religious practices and observances; national origin; pregnancy, childbirth, or related medical conditions; status as a protected veteran or spouse/family member of a protected veteran; or disability.”
Service Operations Coordinator
Family owned and operated since 1981, Shoppa’s Material Handling is one of the fastest growing and most successful material handling dealerships in the United States. We are proud to be an authorized dealer of Toyota Material Handling – the bestselling forklift brand in the world and a recognized leader in quality, durability, safety and innovation. Through our nine locations across Texas and Kansas City, MO, we provide a comprehensive array of products, services and integrated systems that help our customers streamline the storage and movement of their goods.
Job Summary
The Service Operations Coordinator plays a key role in the Dock & Door division, supporting daily operations while driving continuous improvement across scheduling, dispatch, work order management, and administrative processes. This position bridges the gap between the field and the office — ensuring that Planned Maintenance (PMs), service calls, billing, and reporting are completed accurately, efficiently, and on time.
The ideal candidate is detail-oriented, highly organized, and thrives in a fast-paced service environment. They will learn and master our ERP system (ELC), streamline processes through automation and data analysis, and help establish expert-level standards in coordination, documentation, and communication.
Working closely with leadership, the Service Operations Coordinator will take ownership of key operational tasks, develop vendor and reporting systems, assist with technician dispatching, manage PM schedules, and contribute to measurable improvements in departmental performance. This is a hands-on, growth-oriented role designed for someone who wants to make an impact and build a long-term career in a growing service organization.
Essential Functions
- Learn and master the ELC ERP system to accurately process, update, and close work orders within company standards.
- Coordinate and schedule Planned Maintenance (PM) and Operational Inspection work to ensure timely completion and technician utilization.
- Dispatch technicians for service and PM work, balancing workloads and geographic efficiency.
- Review technician notes, labor, and parts for accuracy prior to billing; ensure all supporting documentation is attached and complete.
- Develop and maintain organized vendor and preferred vendor lists; assist in sourcing materials and managing vendor communications.
- Keep up with KPI tracking and reporting to measure PM compliance, work order aging, and second-segment capture rates.
- Support the commission reporting process, ensuring accuracy, timeliness, and transparency for management and accounting.
- Identify workflow gaps and use AI tools or automation to streamline administrative processes and reduce manual workload.
- Assist leadership in developing standardized procedures, checklists, and training documents for future scalability.
- Maintain the Dock & Door digital file and document system, ensuring organized, accessible, and compliant records.
- Communicate daily with technicians, parts, sales, and accounting teams to ensure accurate information flow and timely updates.
- Take initiative to analyze and improve existing processes, ensuring all service operations meet SMH’s standards for professionalism and quality.
- Provide backup coverage for PM coordination, dispatching, and administrative functions as needed.
QUALIFICATIONS:
- Associate’s Degree preferred; equivalent combination of education and experience considered.
- Minimum 3 years of experience in service coordination, operations support, or administrative management within an industrial, construction, or equipment service environment.
- Experience working with or learning ERP systems (ELC preferred) and proficiency in Microsoft Office Suite (Excel, Outlook, Teams, and Word).
- Familiarity with dispatching, PM scheduling, and work order processing is highly desirable.
- Previous experience using data or reporting tools to measure productivity or KPIs is a plus.
- Strong computer literacy and ability to quickly learn new software tools and digital systems.
- Capable of using AI or automation tools to streamline administrative workflows (training will be provided).
- Understanding of process mapping, data entry accuracy, and workflow documentation.
- Excellent organizational and time-management skills with the ability to prioritize multiple deadlines.
- Strong written and verbal communication with a professional, customer-focused demeanor, even with internal team members.
- Demonstrated initiative and problem-solving ability; seeks to improve systems rather than maintain the status quo.
- Works well both independently and collaboratively in a team environment.
- High attention to detail, accuracy, and follow-through.
- Ability to maintain confidentiality and exercise sound judgment.
This position is primarily office-based (approximately 90%), working standard business hours of 8:00 AM to 4:30 PM, Monday through Friday.
Physical Demands
Work is performed in a professional office environment with regular use of computers, phones, and standard office equipment.
Must be able to sit or stand for extended periods and maintain focus in a fast-paced, detail-oriented setting.
Occasional movement within the facility may be required to communicate with service, parts, or dispatch personnel.
May occasionally lift or move light office items such as binders, reports, or small packages (typically under 20 lbs).
Minimal exposure to noise or temperature variations; most work is conducted in a climate-controlled setting.
Requires clear and professional communication in person, over the phone, and through written correspondence.
Expected to maintain confidentiality, professionalism, and attention to detail in all work activities.
Shoppa’s Material Handling is an Equal Opportunity Employer, including disabled/veterans”; (b) “EOE/Disability/Vets”; or (c) “Shoppa’s provides equal employment opportunities to applicants and employees without regard to race; color; sex; gender identity; sexual orientation; religious practices and observances; national origin; pregnancy, childbirth, or related medical conditions; status as a protected veteran or spouse/family member of a protected veteran; or disability.”