The Customer Service Coordinator will support the shop management process through timely customer communications and scheduling, inventory ordering and stocking, repair follow-up and maintenance file management. Essential Functions include improving the quality and consistency of customer communications and meeting customer's expectations, performing customer relationship activities including issue resolution and customer satisfaction, executing customer communication protocol related to PM scheduling and follow-up, breakdowns and vehicle status updates, driving improvement of Customer Satisfaction (CSI) scores. Workflow management duties include enhancing branch productivity through effective work scheduling and planning, creating repair order tasks, reviewing maintenance reports to identify and schedule preventative maintenance, repair campaigns and vehicles requiring follow-up, coordinating with rental counter and outside repair vendors, and providing resources to management for effective shop operations. Parts management responsibilities include contributing to cost containment through effective inventory planning and warranty, executing parts inventory management processes such as physical inventory, ordering, receiving, stocking, managing purchase orders and invoices, coordinating parts pick-up and delivery, making recommendations on min-max levels, managing parts obsolescence, shipping warranty and return parts, and organizing the parts room. Administrative duties include handling all incoming shop calls, clerical duties within shop operations including vehicle maintenance files, processing all Account Payable, and creating repair orders for technicians. Additional responsibilities include contributing to cost containment and enhancing branch productivity. Skills required are detail orientation, strong verbal and written communication, effective phone skills, multi-tasking, organization, time management, flexibility, ability to create and maintain professional relationships, ability to work independently and as a team member, and experience with Microsoft Word and Excel (intermediate preferred). Qualifications include H.S. diploma/GED and one or more years of customer service or comparable experience with issue resolution. The position is not DOT regulated.
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