Customer Service Coordinator

At RLWS, the National Service Coordinator performs a variety of national service support. Works closely with the dealer and national service client to ensure complete service, appropriate charges, and accurate billings and payments. Courteously and professionally represents Rice Lake Weighing Systems while working to achieve both customer satisfaction and effective utilization of company resources in direct support of the company's customer service and financial goals. Functions as a member of a team that provides combined effort to exceed customer expectations. Position has a flexible work week, scheduled between the hours of 6:30am to 6:30pm on weekdays. May also include rotating weekends to support NAS customer calls and service needs.

ESSENTIAL JOB FUNCTIONS AND MAJOR TASKS:

• Monitor daily service dispatch orders submitted by national service clients, ensuring that dealers schedule and complete service orders in a timely manner
• Accurately enter service parts orders and RMAs
• Provides standard service and product pricing quotes that are provided to customers quickly and accurately.
• Works closely with Strategic Accounts, Shipping, Accounting, Support, Engineering, Purchasing, Production, Returns and Scheduling to develop a detailed service plan that promotes the timely and cost-effective delivery of product to meet service demand and completion of factory repairs.
• Process completed service tickets daily, making sure that client invoices and dealer payments are correct
• Negotiate dealer payments and customer billing when service quality and/or timeliness does not meet expectations - issue credits once approved by NAS Manager or NAS Specialist
• Works with Regional Sales Directors to ensure proper selection of dealers to meet NAS client requirements and service needs
• Provide outstanding customer service to national service clients and dealers by phone and email
• Ability to gain technical skills to provide advice and troubleshooting assistance to field technicians, and refer technical calls as needed to Customer Service Phone Techs or NAS Service Specialist
• Troubleshoot end user problems and make decisions on dispatching a dealer or attempting to resolve with internal resources
• Possess the desire and ability to communicate with and cross train colleagues and other internal back up and support personnel
• Maintain awareness of active orders and relay information such as change notices, scheduling changes and partial shipments.
• Maintain awareness of customer agreements and helping to maintain detailed customer account files.
• Use lean manufacturing approaches in all aspects of the job
• Works with Purchasing and RLWS dealers to obtain service parts in support of repairing and servicing non-RLWS product requirements.
• Ability to recognize and communicate concerns with NAS Manager or NAS Specialist when parts and inventory demands may need stock levels adjustments to meet customer orders.
• Interface with multiple departments including but not limited to shipping, technical support, financial services, product management, production, purchasing and marketing
• Participate in Kaizen events to identify opportunities for continuous improvement in our processes and procedures
• Foster strong and positive communications with all external and internal customers
• Work within the framework of assigned hours in the department while being both available and adaptable to varying work situations. Scheduled work hours may be anywhere between the hours of 6:30am to 6:30pm on weekdays including possible weekend rotations.

OTHER JOB FUNCTIONS:

• Special projects to support customer or department needs
• Participation in VIP and Service School meals
• Other related duties as assigned

Physical Demands and working conditions:

• Typical office environment
• Frequent sitting and standing
• Computer use, reading, and typing

Minimum qualifications and prerequisites:

• Associate Degree in Business, related field or equivalent work experience in business and customer service environment
• Two (2) or more years of customer service, electronic production or inside sales experience
• Mechanical aptitude and ability to learn scale and weighing systems technology; mechanical or electronic experience highly desirable
• Basic knowledge of materials, material control systems, processes and machine shop operations
• Exceptional written and verbal communication skills
• Exceptional attention to detail
• High level of interpersonal skills including influencing, conflict resolution and creative problem-solving
• Good organizational skills
• Ability to multi-task
• Good personal computer skills including Windows, Excel, Word and Outlook
• Good mathematical skills
• Must work well under pressure and maintain professionalism during stressful situations
• Must be self-motivated, confident, highly dependable and have solid follow-up skills
• Ability to interact professionally with other departments to gain access to necessary information to meet customer's needs
• Excellent professional telephone skills and presence
• Able to respond to needs of customers in a timely and value-added manner
• Valid driver's license