Job Description
- Schedules and coordinates Customer Service resources.
- Coordinates Customer Service activities with those of the Call Center and Customer Service Supervisor to ensure that all service requests are scheduled quickly to provide a competitive customer response.
- Identifies process improvements to increase efficiency, generate revenue, reduce costs, improve quality, and meet customer requirements.
QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
- Must have basic computer skills and a working knowledge of Microsoft Office applications (Excel, Outlook, PowerPoint, SharePoint and Word).
- Experience with SAP and Salesforce is a plus.
Education
Technical associate’s degree (A. A.) from an accredited two-year college or technical school plus 2 years of related experience or equivalent combination of education and related experience. Prior customer service experience and customer contact via telephone.
SKILLS; include the following, other duties may be assigned.
- Receives and processes internal and external service requests, including a scope of work review with the customer prior to scheduling to ensure both the client and the customer are prepared for the visit.
- Reviews site requirements with the customer to ensure all relevant paperwork and training is handled proactively to ensure prompt site access.
- Reviews requests to ensure the necessary parts and materials are sent to the worksite on-time to meet or exceed the customer’s expectations. This includes reviewing the project with the assigned Technician to ensure any relevant special tools are also included.
- Works with Spare Parts team to ensure all affected departments are aware of Customer Service parts needs to allow for proper planning thus allowing for a less reactive work environment.
- Updates the customer (requestor) and internal systems on any scheduling changes.
- Dispatches Customer Service resources per customer requirements.
- Contacts all customers after the Service visit to ensure their needs were met and to determine if there are any open issues that need to be addressed.
- Maintains ownership until service request completion.
- Works closely with Service Supervisor to ensure resources are utilized effectively.
- Adheres to the Quality System and participates in continual improvement.
Job location: Shelby Twp., MI
