Senior Service Coordinator
2 weeks ago
- Provide direction and guidance to Service Technicians and Coordinators by allocating work, conducting training, and guiding staff on service and client care protocols.
- Foster strong relationships with customers by answering queries in a timely manner, providing accurate information on product specifications, issuing quotes according to warranty program, and collaborating with external departments to meet customer needs.
- Understand warranty program and critically examine orders to ensure processes and procedures are being followed.
- Ensure orders are inputted into the system accurately and in a timely manner.
- Create KPIs to measure and monitor performance of department ensuring targets are met, improvement plans designed where necessary, and cost savings are implemented to reduce waste and increase profitability.
- Work with Service team to Design service technician routes by scheduling and assigning client services, company vehicles and service equipment for daily tasks at hand.
- Create client care standards focused on timely response times, accurate information, exceptional quality standards, and long-term solutions. Ensure department members are trained on standard client care standard.
- Resolve special request client orders through communication with customers and collaboration with production team.
- Track warranty claims and dates for services jobs within system.
- Follow up with clients to extract feedback on quality of service received ensuring high level of satisfaction.
- Perform research and inquiries on increased service and quality improvement opportunities and connect with Sales Director and Production Manager to design action plans in response.
- Partner with Production Manager to facilitate approval of rush orders and completion of special client requests.
- Collaborate with Controller on any financial conflicts with customers and devise resolutions.
- Coordinate with Purchasing department for sourcing of window parts, glass, and patio doors
- Other tasks as assigned.
- Skills:
- Sound understanding of window production and product specifications.
- Excellent oral and written communication skills.
- Working knowledge of MS Office Suite, MS Excel, and databases.
- Demonstrated ability to accurately calculate measurements.
- Time management and project prioritization skills.
- Attention to detail and problem-solving skills.
- Strong organizational skills with the ability to multi-task.
- Education & Experience:
- Post Graduate education.
- 2+ years after service and warranty experience within windows manufacturing industry.
- Hands-on experience with data entry, reporting, and scheduling.
- We thank all interested candidates for applying. Successful candidates will be contacted to participate in the interview process.
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