Customer Service Coordinator - Dearborn, Michigan
Discover your potential. Pursue your passion.
Link Engineering Company (LINK) is a premier designer and manufacturer of precision test equipment, we specialize in developing customized solutions for Automotive, Aviation, Off-Highway, Rail, and Civil Engineering industries. We are headquartered in Plymouth, Michigan, outside of Detroit, and maintain testing laboratories, manufacturing, and support facilities around the globe.
Established in 1935, we have been a family-owned company for generations, we treat our customers and employees as if they are part of our family. We set our employees up for success, as they are given constant opportunities to learn and develop new skills. As many of our team members have been with LINK for a generation or more, the LINK team is equipped with a wealth of knowledge, providing decades of hands-on experience and out-of-the-box thinking to OEM’s and suppliers everywhere.
We are looking for a talented Customer Service Coordinator who is responsible for routine planning, coordinating, controlling, and directing activities of Field Technicians. Also responsible for customer interaction, communicating with the Field Supervisors, and coordinating jobs with the office admin team.
Main Responsibilities:
- Coordinates service resources
- Assigns team members to project
- Schedules personnel, materials, sub-contractors and equipment based on project needs, skill sets, and availability
- Active communication with sales, service technicians and accounts receivables to ensure work is moving the process
- Generates necessary documentation, dispatches technicians, and notifies customers.
- Responsible for customer interaction/satisfaction
- Interacts and communicates with all team members, Field Technician & Supervisor to assign/dispatch
- Coordinates operations interaction with suppliers, purchasing, vendors and Sales Group, as necessary
- Reviews service reports, job labor and job costs. Updates sales, management and invoicing with any inconsistencies found
- Maintains customer satisfaction by investigating concerns, routing them to the assigned staff, and responding to special requests
- Logs service start-up and service work requirements in job tracking system.
- Assist with varies administrative tasks
- Responsible for generating, interpreting, and printing various assigned reports.
- Flexibility to work overtime/weekends, as required
- Ensure work is performed in a safe manner using all available safety equipment.
- Adherence to company policies.
- Adherence to LINK quality process and procedures and identify continuous improvement opportunities implementing through our quality system.
- Be a role model and advocate of the LINK culture that is consistent and emphasizes the identified mission, vision, and values of the organization.
- Embody the Ownership Brand Driver (Accountability, Commitment, Can-Do Attitude, Courage, & Humility)
Qualifications:
- High School or GED and 1 year of work experience in an engineered-to-order capital equipment industry in administrative support, or equivalent
- Associates Degree in Business; preferred
- Two years’ experience working in customer service
Knowledge, Skills, & Abilities:
- Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
- Service Orientation — Actively looking for ways to help people.
- Ability to use a Customer relationship management CRM software
- Ability to use a Database user interface and query software
- Ability to use an Enterprise resource planning ERP software
- Ability to listen to and understand information and ideas presented through spoken words and sentences
- Ability to communicate information and ideas in speaking clearly so others will understand.
Other:
- This position is located in an office and involves sedentary work. Exerting up to 20 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time.
LINK is an Equal Employment Opportunity Employer Minorities/Females/Veterans/Disabled. VEVRRA Federal Contractor.
LINK is an E-Verify employer. E-Verify is an internet-based system operated by the Department of Homeland Security (DHS) in partnership with the Social Security Administration (SSA) that allows participating employees to electronically verify the employment eligibility of their newly hired employees in the United States.
Accessibility for Applicants with Disabilities: If you need a reasonable accommodation for the online application process due to a disability please call 1-734-453-0800. Please provide your contact information and details about the posted position of interest. Only inquiries regarding assistance for those who need accommodation with the online application process due to a disability will be returned.
Note to all Agencies / Direct Placement: LINK has a team of dedicated recruiters who are responsible for all hiring needs. Our practice is to partner and work with our approved vendors only and on an as-needed basis. LINK has identified and finalized our list of preferred vendors and the review process has been closed. We do not accept resumes from recruiting agencies that are not a preferred vendor, have not been authorized or approved by Corporate Recruiting to partner on a position and have not signed LINK’s vendor agreement. Any resumes submitted from unapproved vendors will be considered unsolicited, and LINK will not be obligated to pay a referral fee.
