Customer Service & Training Coordinator - Confectionary Equipment

Department: Service
Reports To: Operations Director – Equipment
FLSA Status: Hourly
Position Type: Full-Time

The Customer Service and Customer Training Coordinator provides key personal connections between our customers and our Service Department. Receives written and verbal communications from current customers for service and training needs, performs triage based on information the customer provides, and directs customers to the appropriate internal resource for optimal customer experience resolution. 

WHAT YOU WILL BE DOING

• Receives and manages service, process, culinary, and training-related phone calls, voicemail messages, and email messages from customers.
• Actively listens to determine their needs and responds with empathy and action step information related to:

           Equipment Malfunctioning

           Equipment Utilization

           Parts Needed

           Process Problems

          Culinary/Confectionery Questions

          Training Needed

          Combinations

• Refers all equipment malfunction, utilization, and parts problems to a Service Technician and follows up to ensure the issues are fully resolved and the customer has had a great experience working with our Service Department.
• Refers all process problems to the Process Engineer and follows up to ensure the issues are fully resolved and the customer has had a great experience working with our Process Department.
• Refers all culinary/confectionery problems to a Culinary Technician and follows up to ensure the issues are fully resolved and the customer has had a great experience working with our Culinary Department.
• For all training problems/requests, conducts a needs assessment, schedules and conducts a Pre-training Conference. Then schedules and monitors all remote and on-site training sessions.
• Follows up to ensure issues are fully resolved, and the customer has had a great experience working with our Service/Process/Culinary Department.
• Creates and maintains a history of service, process, culinary, and training services provided for each customer using the company-provided software tools.
• Physically receives all inbound parts purchases and places them into proper inventory slots.
• Plans and organizes Service Technician travel.

WHAT IS NEEDED FOR THIS ROLE

• Deep curiosity and interest in culinary and/or confectionery/chocolate production
• Service orientation; a deep desire to help customers solve problems
• Excellent active listening and empathy skills
• Excellent oral and written communication skills, and public speaking skills
• Problem analysis and diagnostic skills
• Excellent planning and organizing skills
• Excellent time management skills
• Proficient using Microsoft Office Suite
• Eager to learn and use new software
• High School Diploma or GED required
• Associate's or Bachelor's degree in any discipline preferred
• Work experience with an auto parts company or car dealership, or providing production support for a manufacturing operation preferred

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.
• Must be able to access various departments of a given location.