POSITION SUMMARY

The Service Coordinator will provide excellent customer support and perform a variety of administrative and order processing tasks to ensure the flow of the repair process runs smoothly. This role provides communications between service operations, sales, and the customer.

ESSENTIAL FUNCTIONS

Reasonable Accommodations Statement

To accomplish this job successfully, an individual must be able to perform, with or without reasonable accommodation, each essential function satisfactorily. Reasonable accommodations may be made to help enable qualified individuals with disabilities to perform the essential functions.

Essential Functions Statement(s)

• Provide exceptional customer service and support by responding to or coordinating all inquiries via phone, email and in person, in an expedient and professional manner
• Serve as the primary point of contact for Service-related calls that come in to the Busch SVG facility
• Contact vendors, customers, and other Busch LLC departments to follow-up on outstanding requests and/or documentation
• Maintain the repair schedule daily and provide status updates to customers and applicable departments within Busch SVG
• Manage processing of orders received via telephone, fax, mail or the Internet, in a timely and accurate manner; while obtaining the appropriate level of information and documentation in order to execute the request
• Develop and maintain a strong operating knowledge of Enterprise Resource Planning (ERP) including the ability to enter customers, open orders, determine order and/or shipping status, evaluate inventory status, research and enter parts, invoicing and issuing credits
• Communicate effectively with the required department to ensure parts can be researched and entered in orders, expedite requests can be fulfilled, and other order processing needs can be fulfilled quickly and efficiently
• Work with Field Service and Regional Sales Managers to coordinate resolution of customer issues and to help increase growth and customer satisfaction in their respective territories
• Assist others with administrative or clerical tasks
• Provide back up support for phone calls, tasks, and other job duties as needed
• Prepare reports, quotations, or other summaries and analyses as requested
• Acquire and maintain an understanding of the general processes, business practices and products within Busch
• Seek continuous process improvements to enhance department productivity, customer satisfaction and service performance
• Enter workshop employee labor hours from labor sheets
• Follow-up on Maintenance Service Orders (MSO's) including issuing letter of abandonment
• Train all new staff in the operation of the telephone system and office equipment
• Notify the Service Center Manager in the event of office equipment or break area issues and coordinate proper entities to affect repair or replacement as directed
• Keep a record of staff and visitors signing in and out of the Service Center
• Responsible for ensuring that the visitor's book and staff movement sheets are removed from Reception and taken to the outside meeting point in the event of an emergency situation
• Process and deliver internal and external mail daily, and deliveries (UPS, FedEx, etc.)
• Process invoices and prepare paperwork to ensure costs are allocated to the relevant departments
• Provide office supplies for staff and maintain adequate stocks (ordering new supplies, identifying new suppliers and obtaining the best price)
• Provide administrative and general support to the Service Center Manager
• Provide logistical support to meetings held in the conference/training rooms, to include preparation of the rooms and assist in arrangements for catering provisions
• Participate and assist in the facilitation of weekly, monthly and annual service meetings

POSITION QUALIFICATIONS

Competency Statement(s)

• Accountability - Ability to accept responsibility and account for his/her actions
• Accuracy - Ability to perform work accurately and thoroughly
• Accountability & Dependability - Takes personal responsibility for the quality and timeliness of work, and achieves results with little oversight
• Communication, Oral - Ability to communicate effectively with others using the spoken word
• Communication, Written - Ability to communicate in writing clearly and concisely
• Customer Focus – Builds and maintains customer satisfaction with the products and services offered by the organization
• Customer Oriented – Ability to serve both external and internal clients by focusing on meeting client’s needs, understanding their concerns, and seeking to build trust
• Detail Oriented – Ability to pay attention to the minute details of a project or task
• Diversity Oriented – Ability to work effectively with people regardless of their age, gender, race, ethnicity, religion, or job type
• Ethical – Ability to demonstrate conduct conforming to a set of values and accepted standards
• Ethics & Integrity – Earn others’ trust and respect through consistent honesty and professionalism in all interactions
• Honesty & Integrity – Ability to be truthful and be seen as credible in the workplace
• Interpersonal – Ability to get along well with a variety of personalities and individuals
• Organized – Possessing the trait of being organized or following a systematic method of performing a task
• Reliability – The trait of being dependable and trustworthy
• Safety Awareness – Ability to identify and correct conditions that affect employee safety
• Safety Focus – Maintain clean and organized work areas and work stations. Adheres to all workplace and trade safety laws, regulations, standards, and practices
• Time Management – Ability to utilize the available time to organize and complete work within given deadlines
• Working Under Pressure – Ability to complete assigned tasks under stressful situations

SKILLS & ABILITIES

Education:

High School Graduate or General Education Degree (GED): Required

Associate's Degree (two-year college or technical school) Preferred, Field of Study: General Studies

Experience:

Two years secretarial and/or clerical experience: Required

Two or more years in a customer service environment: Required

Computer Skills:

Proficient in Microsoft Office, prior experience with ERP (Enterprise Resource Planning) and CRM (Customer Relationship Management):Preferred

Certifications & Licenses:

Valid driver's license must be maintained throughout employment that meet Busch insurance standards

PHYSICAL DEMANDS

N (Not Applicable) Activity is not applicable to this position.

O (Occasionally) Position requires this activity up to 33% of the time (0 - 2.5 hrs/day)

F (Frequently) Position requires this activity from 33% - 66% of the time (2.5 - 5.5 hrs/day)

C (Constantly) Position requires this activity more than 66% of the time (5.5 hrs/day)

Physical Demands

Stand F

Walk F

Sit F

Manually Manipulate O

Reach Outward O

Reach Above Shoulder F

Climb N

Crawl N

Squat or Kneel O

Bend O

Grasp O

Speak F

Lift/Carry

10 lbs or less F

11-20 lbs F

21-50 lbs O

51-100 lbs N

Over 100 lbs N

Push/Pull

12 lbs or less F

13-25 lbs F

26-40 lbs O

41-100 lbs N

Other Physical Requirements

Vision (Near, Distance, Color, Peripheral, Depth)

Sense of Sound - Alarms (list anything else that would require sense of sound)

Sense of Touch

Ability to wear Personal Protective Equipment (PPE) -Electrical Hazard (EH) As required

Sense of Balance

Safety Shoes/Footwear (EH)

Safety Glasses

Hearing Protection (As applicable and other PPE as required)

WORK ENVIRONMENT

Heated and air conditioned office and manufacturing environment, with exposure to moderate noise level.
From: Busch LLC