What are the responsibilities and job description for the Customer Support Coordinator position at Zero Zone, Inc.?
Who Are We?
Have you ever gone into a grocery store or convenience store for things like milk, bagged salads, or frozen pizza? The coolers and freezers you find those and other food products in are what we do Zero Zone is a manufacturer of reach-in and open refrigerated and frozen food display cases as well as the refrigeration systems that work behind the scenes to cool the cases, keeping the food fresh We also make powerful industrial refrigeration systems for food warehousing, pharmaceuticals, and even ice rinks
Our company is structured across 2 divisions – the Display Case Division, located in North Prairie, WI, Waukesha, WI, and Mukwonago, WI and the Refrigeration Systems Division, located in Ramsey, MN and Dyersville, IA.
What Are We Like?
At Zero Zone, you will be a valued member of the Zero Zone team, able to take ownership of your own career path. We believe in hard work, teamwork, collaboration, and respect, and we have grown through dedication to our Purpose: "Preserving customer valuables through refrigeration." For over 60 years, we have been a leader in refrigeration, and our people are well known for exceptional customer service. We also believe we are the COOLEST coworkers (pun intended) This is an opportunity for you to make a difference in the refrigeration industry with one of the top leading manufacturers in the country Come grow with us
What Can We Offer You?
- Vacation and Personal Hours (after only 30 days)
- Competitive Wages
- Comprehensive Benefits Package (medical, dental, vision, life insurance, STD, LTD, AD&D, HSA/FSA, EAP)
- 401k and Profit Sharing
- 10 Paid Holidays
- Flexible Schedules
- Casual Dress Code
- Wellness Programs and Incentives
- Steel Toe Reimbursement
- Employee Engagement Programs
- One-time Home Computer Reimbursement
- And more
What Will You Do?
Job Summary:
Under the direction of the Parts Manager, the Customer Support Coordinator is responsible for providing administrative support to the Service & Warranty department, including Field Support Technicians (FSTs). This position provides customer service and requires problem solving skills to ensure customer satisfaction through prompt action and follow-up.
Requirements for Effective Performance:
- Dispatch service requests for contract customers.
- Provide dispatching/invoicing information to customers or the Sales Department.
- Review service dispatch requests and then send service company to repair ZZ equipment installed under a contract warranty/service agreement.
- Have an understanding contract warranty/service agreement.
- Prepare and update weekly reports.
- RMA tracking and resolution.
- Utilize UPS to ship parts and provide backup on Service and Warranty parts ordering.
- Assemble proper documentation of billing/invoicing information for customers.
- Assist in the coordination of service work at customer sites when initial problem was not solved locally or not solved to the customer's satisfaction.
- Review service bills for customers with contract warranty/service agreement.
- Assist in maintaining spreadsheets for customers with contract warranty/service agreements.
- Understand the order process procedure, form order placement through shipping for customers with contract warranty/service agreements.
- Maintain files of the orders placed by customers with contract warranty/service agreements.
- Develop understanding of IFS and how it relates to their position within company.
- Other duties as assigned
Requirements for Effective Performance:
- Two (2) year degree from an accredited educational institution (business, engineering, or related field)
- 3 -5 years of relevant administrative experience
- Previous experience in customer service and/or manufacturing environment
- Previous experience with ERP systems
- Previous experience with Microsoft Office suite (Outlook, Excel, Word, etc.)
- Ability to solve or troubleshoot problems of an advanced or technical nature
Skills/Abilities/Specifications:
- Administrative experience with an emphasis on supporting engineering design and manufacturing build activities preferred
- Ability to effectively communicate within groups and individual settings
- Ability to solve or troubleshoot problems of an advanced or technical nature
- Ability to interpret a variety of instructions in written, oral, diagram, or schedule formats.
Behavioral & Environmental Requirements:
- Maintain a positive work attitude. Zero Zone expects all employees to behave and communicate in a manner which will facilitate good relationships with customers, clients, co-workers, and supervisor.
- Safety toe shoes and safety glasses are required while in production areas.
- Regularly required to sit, stand, and walk throughout the office and production areas; have use of hands and fingers to use a computer, telephone, and other office equipment; reach with hands and arms; and talk or hear. The employee must occasionally lift and/or move up to 25 pounds.