Full-Time Service Coordinator
Job Description
Job Description
POSITION SUMMARY
The Service Coordinator will provide excellent customer support and perform a variety of administrative and order processing tasks to ensure the flow of the repair process runs smoothly. This role provides communications between service operations, sales, and the customer.
ESSENTIAL FUNCTIONS
Reasonable Accommodations Statement
To accomplish this job successfully, an individual must be able to perform, with or without reasonable accommodation, each essential function satisfactorily. Reasonable accommodations may be made to help enable qualified individuals with disabilities to perform the essential functions.
Essential Functions Statement(s)
Provide exceptional customer service and support by responding to or coordinating all inquiries via phone, email and in person, in an expedient and professional manner
Serve as the primary point of contact for Service-related calls that come in to the Busch SVG facility
Contact vendors, customers, and other Busch LLC departments to follow-up on outstanding requests and/or documentation
Maintain the repair schedule daily and provide status updates to customers and applicable departments within Busch SVG
Manage processing of orders received via telephone, fax, mail or the Internet, in a timely and accurate manner; while obtaining the appropriate level of information and documentation in order to execute the request
Develop and maintain a strong operating knowledge of Enterprise Resource Planning (ERP) including the ability to enter customers, open orders, determine order and/or shipping status, evaluate inventory status, research and enter parts, invoicing and issuing credits
Communicate effectively with the required department to ensure parts can be researched and entered in orders, expedite requests can be fulfilled, and other order processing needs can be fulfilled quickly and efficiently
Work with Field Service and Regional Sales Managers to coordinate resolution of customer issues and to help increase growth and customer satisfaction in their respective territories
Assist others with administrative or clerical tasks
Provide back up support for phone calls, tasks, and other job duties as needed
Prepare reports, quotations, or other summaries and analyses as requested
Acquire and maintain an understanding of the general processes, business practices and products within Busch
Seek continuous process improvements to enhance department productivity, customer satisfaction and service performance
Enter workshop employee labor hours from labor sheets
Follow-up on Maintenance Service Orders (MSO’s) including issuing letter of abandonment
Train all new staff in the operation of the telephone system and office equipment
Notify the Service Center Manager in the event of office equipment or break area issues and coordinate proper entities to affect repair or replacement as directed
Keep a record of staff and visitors signing in and out of the Service Center
Responsible for ensuring that the visitor’s book and staff movement sheets are removed from Reception and taken to the outside meeting point in the event of an emergency situation
Process and deliver internal and external mail daily, and deliveries (UPS, FedEx, etc.)
Process invoices and prepare paperwork to ensure costs are allocated to the relevant departments
Provide office supplies for staff and maintain adequate stocks (ordering new supplies, identifying new suppliers and obtaining the best price)
Provide administrative and general support to the Service Center Manager
Provide logistical support to meetings held in the conference/training rooms, to include preparation of the rooms and assist in arrangements for catering provisions
Participate and assist in the facilitation of weekly, monthly and annual service meetings
Experience and Skills
POSITION QUALIFICATIONS
Competency Statement(s)
Accountability – Ability to accept responsibility and account for his/her actions
Accuracy – Ability to perform work accurately and thoroughly
Accountability & Dependability – Takes personal responsibility for the quality and timeliness of work, and achieves results with little oversight
Communication, Oral – Ability to communicate effectively with others using the spoken word
Communication, Written – Ability to communicate in writing clearly and concisely
Customer Focus – Builds and maintains customer satisfaction with the products and services offered by the organization
Customer Oriented – Ability to serve both external and internal clients by focusing on meeting client’s needs, understanding their concerns, and seeking to build trust
Detail Oriented – Ability to pay attention to the minute details of a project or task
Diversity Oriented – Ability to work effectively with people regardless of their age, gender, race, ethnicity, religion, or job type
Ethical – Ability to demonstrate conduct conforming to a set of values and accepted standards
Ethics & Integrity – Earn others’ trust and respect through consistent honesty and professionalism in all interactions
Honesty & Integrity – Ability to be truthful and be seen as credible in the workplace
Interpersonal – Ability to get along well with a variety of personalities and individuals
Organized – Possessing the trait of being organized or following a systematic method of performing a task
Reliability – The trait of being dependable and trustworthy
Safety Awareness – Ability to identify and correct conditions that affect employee safety
Safety Focus – Maintain clean and organized work areas and work stations. Adheres to all workplace and trade safety laws, regulations, standards, and practices
Time Management – Ability to utilize the available time to organize and complete work within given deadlines
Working Under Pressure – Ability to complete assigned tasks under stressful situations
SKILLS & ABILITIES
Education:
High School Graduate or General Education Degree (GED): Required
Associate’s Degree (two-year college or technical school) Preferred, Field of Study: General Studies
Experience:
Two years secretarial and/or clerical experience: Required
Two or more years in a customer service environment: Required
Computer Skills:
Proficient in Microsoft Office, prior experience with ERP (Enterprise Resource Planning) and CRM (Customer Relationship Management):Preferred
Certifications & Licenses:
Valid driver’s license must be maintained throughout employment that meet Busch insurance standards
PHYSICAL DEMANDS
N (Not Applicable) Activity is not applicable to this position.
O (Occasionally) Position requires this activity up to 33% of the time (0 – 2.5+ hrs/day)
F (Frequently) Position requires this activity from 33% – 66% of the time (2.5 – 5.5+ hrs/day)
C (Constantly) Position requires this activity more than 66% of the time (5.5+ hrs/day)
Physical Demands
Stand F
Walk F
Sit F
Manually Manipulate O
Reach Outward O
Reach Above Shoulder F
Climb N
Crawl N
Squat or Kneel O
Bend O
Grasp O
Speak F
Lift/Carry
10 lbs or less F
11-20 lbs F
21-50 lbs O
51-100 lbs N
Over 100 lbs N
Push/Pull
12 lbs or less F
13-25 lbs F
26-40 lbs O
41-100 lbs N
Other Physical Requirements
Vision (Near, Distance, Color, Peripheral, Depth)
Sense of Sound – Alarms (list anything else that would require sense of sound)
Sense of Touch
Ability to wear Personal Protective Equipment (PPE) -Electrical Hazard (EH) As required
Sense of Balance
Safety Shoes/Footwear (EH)
Safety Glasses
Hearing Protection (As applicable and other PPE as required)
WORK ENVIRONMENT
Heated and air conditioned office and manufacturing environment, with exposure to moderate noise level.
Busch LLC provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
How to Apply
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