What are the responsibilities and job description for the Customer Support Representative position at Caljan Inc?
It's time to take your career to the next level! Caljan is growing and we have a Great Opportunity for a Service Coordinator!
When you work at Caljan USA you become part of a world-wide organization.
Caljan Inc. is a leading provider of Logistics Automation Solutions and is the leading manufacturer and provider of telescopic conveyor systems. Our mission is to improve industrial safety and productivity worldwide through quality and innovation.
We’re growing…and if you have experience working as in a Manufacturing Service Coordinator role, this might be the perfect opportunity for you!
About this Position
We are searching for an experienced Service Coordinator who meets Caljan's customers' needs by handling telephone calls and emails in a professional, efficient, effective, and timely manner. This role provides coordination of service with Service Technicians, sub-contractors, and customers in North America and is responsible for all work orders and efficient scheduling and coordination of service and Preventative Maintenance Plans (PMP).
What you will be doing as a Service Coordinator at Caljan:
- Receive incoming requests for service including service dispatching, tracking and scheduling of calls, call status tracking and call changes, entering new sites, modifying existing sites and handling all general inquiries. Some of these calls may occur after hours.
- Schedule and dispatch Service Technicians and sub-contractors for service, repair, and PMP jobs. Coordinate with the Service Manager with a goal of maximizing customer satisfaction for timely job completion. Maximize Service Technician efficiency / productivity. Assess estimated time requirements to complete the job. Match skills of available Service Technicians to job and plan the most efficient routing of Service Technicians. Adjust schedules as needed due to absences, changing customer requirements, and incoming emergency service calls.
- Schedule and follow up on all monthly maintenance customer accounts including timely communication with contract customers, key customers, and sub-contractors.
- Provide service quotes to customers with the assistance of the National Service Manager and secure purchase orders for incoming service work using established standards and customer requirements.
- 5. Create job number, prepare and maintain Work Order Records for service, repair, and PMP operations and generate necessary work packages using company systems and processes.
- Track and update progress of jobs through completion. Collaborate with National Service Manager as needed to remove obstacles hindering the completion and closure of the job.
- Upon completion of work, review work order, ensure correct pricing and costs have been applied, review job notes, and close job, and invoice the customer in our ERP (Microsoft AX).
- Review labor time reports for Service Technicians for accuracy and completeness. Work with National Service Manager as needed to resolve discrepancies. Ensure work orders accurately reflect time worked and labor hours are applied to the appropriate work project(s) in ERP (Microsoft AX).
- Work with sub-contractors to secure labor quotes and issue purchase orders. After work is completed, compare sub-contractor invoice to purchase order, finalize invoice and send through to Accounting to close out job.
- Maintain a customer satisfaction follow up and call back procedure and provide senior management with appropriate feedback. May assist with customer satisfaction surveys.
What you will bring:
- High school diploma or general education degree (GED) Associate degree or some college level coursework preferred
- Minimum of 2 years’ experience with Microsoft Office Suite
- Minimum of 2 years’ experience working ERP system, preferably Microsoft Dynamics AX
- Solid customer service experience
Equal Opportunity Employer
Job Type: Full-time
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Flexible schedule
- Flexible spending account
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
Application Question(s):
- How many years of experience do you have with Microsoft Office Suite?
Education:
- High school or equivalent (Required)
Experience:
- ERP systems: 2 years (Required)
Work Location: In person