National Service Coordinator

5 months ago

Mississauga, Canada Wilcox Door Service Inc. Full time

**Title**

National Service Coordinator

**Reports To**

National Department Manager

**Summary**

The National Service Coordinator Job Description, under the direction of the National Department Manager, will primarily be responsible for the coordination of trade partners and work schedules, relaying incoming work orders, and providing support to customers, employees, vendors and any other inquiries. This position monitors personnel and equipment requirements and arranges for necessary repairs between vendors and the National Customer. The National Service Coordinator also maintains files, forms, records and invoices; ensuring all forms and invoices are filled out correctly. Other duties may be assigned as required.

**Core Competencies**
- Accountability
- Adaptability
- Analytical Thinking
- Communication
- Decision Making
- Service Orientation

**Job Duties**
- Dispatch trade partner to various jobs and work sites; providing them with all

relevant details concerning service to be provided according to priority.
- Provide customer support by addressing any questions, problems, specific equipment requirements or requests for service.
- Create Work Orders, Quotation, PM Work Orders and Purchase Orders in accordance to the demands of the immediate service, scheduled maintenance, scheduled job or product installation.
- Dispatch trade partners accordingly based upon the demands of the above.
- Sending all pertinent information too accounting to ensure they are able to invoice properly for the job.
- Filling out and ensuring all information for customer specific portals are entered and used effectively.
- Record and maintain files and records of customer service requests, work or services performed, charges, expenses, inventory, and other dispatch information.
- Monitor personnel and/or equipment locations in order to coordinate service and schedules.
- Arrange for necessary repairs in order to restore service and schedules.
- Customer Portal Management
- Track shipments from pickup through delivery for accurate, up-to-date information.
- Receive and process transportation requirement requests from customers.
- Answer all incoming phone calls or promptly reply to any messages left.
- Type and ensure forms, letters, reports, and memos are completed as necessary.
- Organize, maintain, and coordinate office records and files in their proper locations.
- Assist in the compilation of data for various reports.
- As a front-line worker, present a positive and professional image of the organization to all customers, visitors, suppliers, inquiries, and other interactions.
- Adhere to corporate and departmental policies and procedures.
- Be in the on-call rotation for National Customers if National service requests come in after hours.
- Source and set up trade partners with all required documentation.
- Perform other duties as assigned.

**Requirements**:

- High School Diploma, G.E.D. or equivalent.
- College Diploma in Business Administration or equivalent preferred.
- 2 years of experience in the Overhead Door Industry or as a National Account Coordinator preferred
- 2 years of experience in administration.
- 2 years of experience in customer service.
- Excellent verbal, written and interpersonal communication skills.
- Strong organizational, multi-tasking and prioritization skills.
- Ability to explain Overhead Door principles and options to non-technical customers is an asset.
- Strong time management skills.
- High level of proficiency with Microsoft Office suite and other computer and fax programs/procedures.
- Knowledge of the business environment and dispatching practices is an asset.
- Able to perform in a high paced environment

**Job Types**: Full-time, Permanent

Schedule:

- 8 hour shift

Ability to commute/relocate:

- Mississauga, ON L5E 1H2: reliably commute or plan to relocate before starting work (required)

**Education**:

- Secondary School (required)

**Experience**:

- Administration: 2 years (preferred)
- Customer service: 2 years (preferred)

Work Location: In person

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