Customer Service Coordinator

Company Overview

Wigen Water Technologies® has been a leader in custom water treatment systems since 1965, combining innovative U.S.-patented technologies with hands-on engineering and manufacturing expertise. Serving industries from municipal to ultrapure, our solutions make a real impact on communities and the environment. Backed by the global resources of Metawater but driven by a collaborative, people-first culture, Wigen is the perfect place for professionals who want to grow their careers while shaping the future of water.

About the role

This position is responsible for various tasks related to the efficient operations of the Service Department. The position is a direct point-of-contact for outside customers/vendors, as well as internal employees of the Service Department.

Essential Duties and Responsibilities

• Respond to customer inquiries and transferred calls, providing timely support and ensuring a high level of customer service.
• Calculate costs and prepare quotations for parts requests from potential customers.
• Assist with the processing and project management of purchase orders and contracts for products and services sold by the Service Department, from issuance through project completion.
• Assist with the processing and project management of purchase orders and contract for products and services sold by the Aftermarket Sales, from acceptance through project completion.
• Manage sales orders for all goods and services sold through the Service Department.
• Create purchase orders, monitor delivery status, and pull parts from stock for projects.
• Ship parts, tools, or materials to customer sites as necessary.
• Monitor warranty claims related to aftermarket sales.
• Maintain and update customer contact information, including accounting contacts and tax exemption documentation.
• Maintain and update customer-required portals.
• Review work orders and save documentation to the database.
• Create and submit work orders through the company portal.
• Communicate reminders to customers regarding upcoming service work.
• Assist in maintaining records and logs related to company vehicles, tools, and equipment used by the Service Department.
• Manage Service Department vendors by coordinating with Purchasing to add vendors to the system, maintaining W-9s and required documentation, and submitting tax exemption information.

Miscellaneous Duties and Responsibilities

• Perform additional tasks, duties, and projects as assigned.
• Monitor the Service Department inbox and respond to requests in a timely manner.
• Maintain a high level of customer engagement to ensure customer satisfaction.
• Serve as backup for the Office Manager.
• Provide operational and administrative support to office staff as needed.
• Be available for occasional travel to customer job sites as needed.

Qualifications

• Associate's degree or equivalent from two-year college or technical school; or three years related experience and/or training; or equivalent combination of education and experience.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to write routine correspondence.
• Ability to speak effectively with customers, vendors or employees of the organization.
• Ability to use basic mathematical concepts as it relates to the position (basic measurements, calculate distance and percentages, monetary figures, etc.).
• Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions.
• Ability to deal with problems involving a few concrete variables in standardized situations.
• Knowledge of Internet software; Microsoft Office; Inventory software preferred; Invoicing software preferred, and Service Management software preferred.

Physical Demands

• Regularly required to sit; use hands to finger, handle, or feel and talk or hear.
• Frequently required to reach with hands and arms.
• Occasionally required to stand; walk and stoop, kneel, crouch, or crawl.
• Occasionally lift and/or move up to 50 pounds.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Work Environment

The noise level in the work environment is usually moderate.

Benefits/Pay

• 144 hours (18 days) of annual Paid Time Off (PTO). The amount increases after 5 years of employment.
• Paid Holidays (Schedule of our Paid Holidays is available upon request).
• Daily Per Diem (when traveling for business needs). All flights and hotel paid for by the company.
• Health, Dental, and Vision Insurance options through HealthPartners and VSP/Principal.
• Flexible Spending Account options (Health and Dependent Care) through Alerus.
• Company paid LTD, Basic Life Insurance and AD&D policy ($50K).
• 401k plan through Fidelity with company match.
• Aflac policy options.

Job Type: Full-time

Pay: $24.00 - $29.00 per hour.

We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.