Service Operations Coordinator

Southern States Material Handling is more than just forklifts! With our flagship brands of Toyota and Raymond, we pride ourselves in successfully partnering with our customers to offer solutions that keep businesses running! Specializing in new & used equipment, operator training, equipment rentals, fleet management, service & repair, and warehouse solutions; Southern States Material Handling solves problems.

 

As a Service Operations Coordinator with Southern States Material Handling : dispatching technicians according to repair request, length and purpose of trip.  Maintains dispatch log, manages work orders and creates invoices.  Confers with customers to expedite customer complaints and works closely with management to improve the productivity and efficiency of the service team!

 

Come be a part of our Toyota & Raymond family!

 

Top of the Line Benefits!!

• 401(k) with company matching
• Dental insurance
• Health insurance
• Vision Insurance
• PTO and Vacation
• Paid Holidays
• Flexible Spending Account
• Life Insurance
• Tuition Reimbursement

What you Need/Basic Qualifications:

• Previous scheduling and dispatch experience in a service industry preferred
• Computer proficiency with MS Office Suite required
• Order entry software experience preferred
• Experience with tracking and servicing work orders preferred
• High level customer service aptitude and attitude
• Possession of strong verbal and written communication skills; ability to communicate successfully with a wide variety of individual personality types both verbally and in written communications
• Strong ability to multi-task, manage multiple assignments and set priorities, as well as adapt to changing conditions
• Ability to apply critical thinking and problem-solving skills to ensure customer satisfaction
• Demonstrate above average time management, organizational, and follow-up skills

Education and Certification Needed:

• High school diploma or GED
• College or Technical school coursework in business administration preferred

What you’ll Do:

• Responsible for handling incoming phone calls from customers needing field technician work & shop repairs
• Coordinate schedules with technicians and prioritize daily work
• Maintain visibility on technician schedule (verify via GPS & GDB)
• Manage Graphical Dispatch Board (WIP ELC) – Ensure descriptive notes/Service
• Create breakdown work orders and dispatch technicians to work-site (provide ALL necessary information to the technician at time of dispatch); ensure technicians travel first to customer work orders
• Complete arrival calls and check in calls with customers as necessary, as well as provide updates on ETA for repair completion.

• Work with Service Management to communicate policies that improve productivity to the technicians in a timely manner
• Maintain high company standards by helping to ensure that Technicians are taking care of the customers’ interests

• Ensure Work Order is moving through the Work Order Flow Process efficiently and track work order completion

• Process all incoming work orders throughout the day auditing for grammar and accuracy. Verify correct parts are added if needed and that labor pricing is correct. 
• Review all service history/previous service actions and review account notes for special billing
• Create invoices for all incoming work orders daily – all work orders processed must be billed
• Check invoices for accuracy (review with BOM/SM if needed prior to sending out)
• Collect COD’s and set up new customer accounts

• Provide work in progress updates to Service Manager/BOM as requested
• Work closely with Service Management to communicate policies that improve productivity to the technicians on a timely basis
• Coordinate back ordered parts with customers, technicians, and parts department