Service Coordinator

**Service Coordinator - Central Region - Hamilton**

**Department**:Sales

**Job Status**:Full Time

**FLSA Status**:Exempt

**Reports To: Regional Director - Central**

**Grade/Level**:
**Amount of Travel Required: None**

**Work Schedule: 7:30 - 4:30**

**Positions Supervised: None**

M-F; 40 hours; day shift - 1 hour lunch (unpaid)

Location - West GTA

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To support customer and internal colleagues by fielding requests, diagnosing needs, processing quotes, orders and returns, and providing direction and follow-up to ensure customer needs are met. Responsible for assisting with the coordination of technician's (field/shop) calendars. When possible, assist with technical needs of the service department.

**ESSENTIAL FUNCTIONS**

**Reasonable Accommodations Statement**

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

**Essential Functions Statement(s)**
- Greet visitors and callers to the Central Region office in a friendly and professional manner.
- Respond to customer service inquiries regarding Aerzen field service and shop repairs. Includes understanding customer's request, Communicating and consulting with technicians, presenting options, making recommendations, and directing customers and scheduling site service in a way that will best meet both customer and Company needs.
- Create and record complete and accurate quotes, service orders, and return orders via the Company’s ERP system in a timely manner.
- Proactively communicate with customers to keep them apprised of technical updates, service intervals, parts availability, delivery methods, and order status. Perform technical research to support customer and Company needs.
- Communicate, as required to other areas of the company regarding customer satisfaction, order activity, parts usage, and process improvement. Participate in service campaigns and marketing.
- Responsible for picking parts orders from inventory, packaging and coordinating with logistics staff for shipment to customers.
- Proactively communicate with customers throughout the order process to keep them apprised of parts availability, delivery methods, and order status.
- Proactively connect to new and existing customers to discuss their needs.
- Track, monitor, and maintain adequate inventory for optimal flow of customer and service partner parts orders. Coordinate with Operations to identify optimal stock levels for efficient operations.
- Communicate, as required to other areas of the company regarding customer satisfaction, order activity, parts usage, and process improvement
- Provide callers and visitors with information and guidance to best meet their needs and the needs of the company.
- Provide support for the basic accounting-related tasks with the Aerzen Canada Controller
- Distribute mail and inter-company documents.
- Coordinate company events and travel arrangements as required.
- Maintain company office supplies; communicate any special office requirements to the Regional Director.
- Review and submit quotes to Service Manager for approval, before being sent to clients.
- Review and submit order folder to Service Manager for approval, before being invoiced.
- Update Salesforce and Business Central with proper customer information and notes.

**POSITION QUALIFICATIONS**

**Competency Statement(s)**
- Attention to Communication - Ensuring that information is passed to others who should be kept informed.
- Communication - Expressing oneself clearly in conversation, in business writing, and in all interactions with others in English.
- Interpersonal Effectiveness - The ability to notice, interpret, and anticipate others' concerns and feeling, and to communicate this empathetically to others
- Building Collaborative Relationships - The ability to develop, maintain, and strengthen partnerships with others inside or outside of the organization who can provide information, assistance, and support
- Customer Orientation - Demonstrated concern for satisfying one's external and/or internal customers
- Forward Thinking - Anticipating the implications and consequences of situations and taking appropriate action to be prepared for possible contingencies
- Technical Expertise - Depth of knowledge and skill in a technical area
- Thoroughness - Ensuring one's own and other's work and information are complete and accurate
- Self-Confidence - Faith in one's own ideas and ability to be successful; willingness to take an independent position in the face of opposition
- Stress Management - Ability to keep functioning effectively when under pressure and maintain self-control in the face of hostility or provocation
- Personal Credibility - Demonstrates and is perceived to be responsible, reliable, and trustworthy.
- Flexibility - Openness to different and new ways of thinking; willingness to modify one's