Service Coordinator

Carolina Handling, a Raymond Dealer, is one of the largest automation systems integrators in the world. We specialize in providing turnkey solutions for warehouses, distribution centers, and manufacturers. Our product and solutions offerings allow our customers to move material faster and more efficient by implementing automation equipment and technologies including…

·         Consulting

·         Material Handling Equipment, Parts, and Service

·         Automated Mobile Robots

·         Vision guided vehicles and automated guided vehicles

 

·         High Density Storage Solutions including ASRS, Robotic Goods to Person and Shuttle Systems

·         WMS/WES/WCS solutions and Software

·         Intralogistics Solutions and Automation including Conveyor and High-Speed Sortation

·         Telematics

JOB SUMMARY
The Service Coordinator will facilitate processes and coordinate the distribution of service-related information between customers, technicians and additional support areas as required.  The role is primarily responsible for supporting their directed service manager and team.  This is a fast paced environment where the ability to multitask and prioritize requests requires a strong focus in customer service. This role will work in a team environment with a strong attention to detail and accurate data entry.

WHAT YOU’LL BE DOING

·         Receive and prioritize service calls from customers. 

·         Dispatch service technician according to customer needs. 

·         Provide support for technician to obtain maximum efficiency.

·         Follow up after emergency calls to ensure proper response times are met.

·         Communicate daily with assigned teams and technicians for daily coverage and needs. Coordinate efforts of the team and address daily, weekly and monthly issues affecting customer service and profitability.

·         Consistently strive to ensure a level of service that exceeds customer expectations.

·         Track scheduled maintenance calls to confirm that they are performed timely.

·         Notify appropriate department with any customer issues and concerns.

·         Collect purchase order numbers and match documentation for customers as needed to insure payment.

·         Manage special billings needs of customers.

·         Order follow-up parts issues for technicians.

·         Issue purchase order numbers to vendors as needed.

·         Receive, review, and distribute paperwork.

·         Perform others duties as needed and assigned. 

EXPERIENCE & SKILLS TO BE CONSIDERED

·         Minimum of high school diploma or equivalent.

·         Minimum of two years of experience in customer service or dispatch environment.

·         Data entry experience with Microsoft Office experience preferred.

·         Excellent communication skills: written, verbal, and listening.

·         Self-motivated team player with excellent customer service.

·         Detail oriented with excellent organizational skills

·         Sense of urgency with ability to handle frequently changing priorities and multiple tasks.

·         Ability to work in fast-paced environment.

BENEFITS
*Eligible after 30 days of employment

**Eligibility timing is based on plan rules

·         Medical/Health Insurance*

o   HSA or FSA depending on the plan enrolled

o   Prescriptions

o   Health Advocacy

·         Dental Insurance*

·         Vision Insurance*

·         Life Insurance, AD&D and Disability* – basic life and AD&D 100% company paid

·         Employee Assistance Program*

·         401K with a company match**

·         Profit Sharing**

o   2x/year - eligibility after 6 and 12 months

 

WORKING CONDITIONS

Although this position is performed primarily in a fast-paced office environment, there will be occasional exposure to a shop environment and the hazards therein.  The job requires frequent customer (internal and external) interface by telephone with a high volume of information flow and frequently changing priorities.

PHYSICAL REQUIREMENTS
While performing the duties of this job, the Associate is regularly required to sit for extended periods of time, use hands to write, input data and handle material, talk, walk and hear.  The Associate frequently is required to lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds.  Specific vision abilities required by this job include close vision and the ability to focus.  Position may require occasional overnight travel, usually by automobile.

 

Don’t meet every requirement? Studies have shown that women, communities of color and historically underrepresented talent are less likely to apply to jobs unless they meet every single qualification. At Carolina Handling we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we strongly encourage you to apply. You may be just the right candidate for this or other roles!

 

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