Job Category:Customer Service & Contact Center OperationsSchedule:Full timeJob Description:Job Description:
This position is responsible for ensuring customer satisfaction by timely and professional administration equipment and/or service orders. In addition, this person will provide work direction to 6-12 administrative staff and serve as a reference person for day to day operations.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
The incumbent must be fully trained and able to function as a CSR, Service Coordinator, or Installation Coordinator as needed based on the group they are the Lead for, able to act as a resource for all three areas as needed.
This position is responsible for training, coaching, and assisting the assigned team.
Monitors performance of assigned staff. If performance issues are identified with assigned staff members, this position brings these to the attention of the appropriate manager for corrective action.
This position is responsible for maintaining compliance to Arbon Quality Business Processes as they pertain to administrative procedures.
This position acts as the focal point for the gathering and dissemination of information between customers, vendors, sales personnel, subcontractors, and the Service or Install Departments for orders. This position is responsible for gathering necessary order related information from all parties and assuring it is accurately communicated to those who need it. If unable to secure necessary information, this position is responsible for securing the assistance of the appropriate Manager, as needed.
Create and maintain accurate and complete job files, and monitor job files of assigned staff.
Enter and administer orders for both Rite-Hite and allied equipment vendors following the appropriate procedures for each vendor. Maintain a smooth order flow, assure release dates and shipping schedule meet customer requirements. Expedite orders when necessary.
Enter, schedule, and dispatch service and installation orders.
Review vendor invoices for accuracy and properly enter into the system for payment.
Review Technician time cards and enter into the service system.
Process all submittals, contracts, insurance certificates, and any other similar documents necessary to release and invoice orders.
Assist the management team and sales personnel in resolving collections issues. This includes effectively interfacing with customers to ascertain and document billing procedures to assure timely payment of Arbon invoices.
Work to consolidate shipments to minimize freight costs while meeting customer requirements, and coordinates freight where possible.
Review completed job files to ensure that profit erosion is minimized. Analyze and communicate variances to appropriate Manager.
PRINCIPAL ACCOUNTABILITIES
Effective leadership of all assigned staff.
Effective order processing.
SUPERVISORY RESPONSIBILITIES
This position does not directly supervise staff. However, it does serve as a leadership resource to assigned staff and makes the Manager aware of issues requiring supervisory attention within the assigned group. Supervisory responsibilities (hiring, setting objectives, corrective action, etc.) are performed by the Manager.Required Experience:
Associates degree (A. A.) from two-year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience. In addition, this position requires excellent problem solving ability as well as excellent communication skills.
Company Description:
Arbon Equipment - A Rite-Hite Company is the global leader in the manufacture and distribution of industrial loading dock and door equipment. Our innovative products and world class sales organization ensure solid, consistent growth, both for our company and our staff. We are always looking ahead to develop innovative new products and services to improve our customers' safety, security, and productivity.
We Offer:
Arbon Equipment - A Rite-Hite Company provides competitive compensation and a comprehensive benefits package with medical, dental, and vision coverage along with life and paid medical leave. We also provide a retirement savings plan that combines 401(K) with company match and profit sharing. Paid holidays, vacation, and up to five paid personal/sick days per year round out the package.
Rite-Hite is an Equal Opportunity/Affirmative Action employer offering a drug free workplace for our customers and employees.
