Customer Service Coordinator Maintenance shop

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Job Description:

Monday-Friday Weekends off

12:30pm start time paid weekly

Madison, Alabama

Summary
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

• CUSTOMER SERVICE:
  Improve the quality and consistency of customer communications and meet customer's expectations.
  Perform customer relationship activities to include customer interface, issue resolution and customer satisfaction.
  Execute customer communication protocol pertaining to PM scheduling and follow-up, breakdowns and vehicle status updates.
  Improve the quality and consistency of customer communications and ensure customer's expectations are met.
  Drive improvement of Customer Satisfaction (CSI) scores.

• WORKFLOW MANAGEMENT:
  Enhance branch productivity through effective work scheduling and planning.
  Create repair order tasks and update work planning sheet.
  Review maintenance reports to identify and schedule preventative maintenance, repair campaigns and vehicles requiring follow-up.
  Coordinate with rental counter to identify repair requirements, available substitute units and vehicle wash requirements.
  Coordinate outside repair with vendors and customers.
  Provide a resource that allows the management team time to effectively manage shop operations.

• PARTS MANAGEMENT:
  Contribute to cost containment through effective inventory planning and warranty.
  Execute parts inventory management processes to include conducting physical inventory, parts ordering, receiving, stocking, managing purchase orders and parts invoice and coordinating parts pick-up and delivery.
  Make recommendations on min-max levels to the inventory planning team.
  Manage parts obsolescence.
  Ship warranty and return parts.
  Organize and ensure cleanliness in the parts room.

• ADMINISTRATIVE:
  Effectively handle all incoming shop calls
  Clerical duties within the shop operations which include vehicle maintenance files.
  Process all Account Payable.
  Create repair orders for technicians.

Additional Responsibilities

• Contribute to cost containment through effective inventory planning and warranty.

• Enhance branch productivity through effective work scheduling and planning.

• Performs other duties as assigned.

Skills and Abilities

• Detail oriented with excellent follow-up practices.

• Strong verbal and written communication skills.

• Apply effective phone skills.

• Capable of multi-tasking, highly organized, with excellent time management skills.

• Flexibility to operate and self-driven to excel in a fast-paced environment.

• Ability to create and maintain professional relationships within all levels of the organization (peers, work groups, customers, supervisors).

• Ability to work independently and as a member of a team.

• Experience using Microsoft word and excel intermediate preferred.

Qualifications

• H.S. diploma/GED required General H.S. subjects.

• One (1) year or more customer service or comparable experience with issues resolution experience required.

DOT Regulated
No

#LI-DO #INDexempt #FB

Job Category

Operations and Support

Compensation Information:

The compensation offered to a candidate may be influenced by a variety of factors, including the candidate’s relevant experience; education, including relevant degrees or certifications; work location; market data/ranges; internal equity; internal salary ranges; etc. The position may also be eligible to receive an annual bonus, commission, and/or long-term incentive plan based on the level and/or type. Compensation ranges for the position are below:

Pay Type:

Hourly

Minimum Pay Range:

$20.00

Maximum Pay Range:

$23.00

Benefits Information:

For all Full-time positions only: Ryder offers comprehensive health and welfare benefits, to include medical,