Job Summary: Customer Care Coordinator This position will handle the daily critical support activities for various aspects of the aftermarket business, primarily supporting USL field service, install and parts activities.
In addition, this position will be expected to identify and drive process improvement initiatives, lead projects to improve the customer experience and service profitability.
Overnight travel maybe required at 10% Domestic/International.
Essential Duties/Responsibilities : Maintain and update schedule board in CRM Issue work orders to technicians through CRM Follow up with technicians during installs to insure they have what they need.
Have open communication with Project managers to discuss and plan installations Maintain communication with the Project Managers during the installation to help close out any open issues that may occur Communicate with technicians to make sure they provide time sheets and expenses in a timely manner to assist the billing team to expedite billing on completion or during extended installs.
Assist with quoting installations once you have the description of what equipment is being installed and the location.
Meet with Project Managers, “Tromp/Den Boer projects in Americas” Participate preinstall meetings with the Project Managers that will help clearly define what is needed for a successful installation.
Build customer relationships during the installation process when the opportunity presents itself Travel may be needed at some points during installations of larger projects Build relationships with the technicians on a personal level.
We need to make sure if they have any issues they are being heard and we want to insure we are not burning them out over time.
Work with Team where clarification is needed with any issues you may find concerning installation support.
Service Dispatching & Scheduling support Education/Experience: Minimum 3 Years’ experience in a customer service environment Prior field service or parts department experience is a plus Knowledge/Skills/Abilities: Microsoft Office Suite (Word, Excel, Access, Outlook) High Energy Personality Ability to handle multiple tasks simultaneously Accurate Data Entry Microsoft Dynamics 365 and CRM experience a plus Ability to have a basic technical understanding of machines Working Conditions: Office environment with daily trips to the warehouse Ability to multitask and meet changing deadlines Maintain staff confidentiality