Customer Service Coordinator

Mission: Commencement Bay Marine Services achieves excellent operating standards due to employees that are providing direction that leads to increasing revenue, achieving daily productivity standards, and exceeding the customer’s expectations.

Role: The Customer Service Coordinator supports operations at CBMSI and TFD by collaborating with the Business Manager to coordinate the production schedule, directing customer service, and implementing all marketing plans.

PRIMARY AREAS OF RESPONSIBILITY

PERFORMANCE STANDARDS

TECHNICAL PROFICIENCY

• Maintains work orders, sales tracking and customer records using IDEAL software system and point of sale.
• Prepares and maintains service order records based on quoted cost and ongoing feedback from mechanics.
• Prepares and maintains weekly mechanic productivity reports to leadership team.
• Coordinates with the Repair Shop Manager and the Yard Foreman for customer scheduling and work orders that are assigned to mechanics.

OPERATIONS

• Ensures that communication standards that exceed the customers’ expectations are achieved.
• Communicates effectively with boatyard and repair team to ensure accurate work orders, documentation, and positive customer communication.
• Provides positive and constructive fact-based feedback to the Repair Shop Manager or mechanics as needed.
• Assists with parts ordering as needed and/or assigned.
• Receive parts and inventory customer’s sales orders.
• Document any boat damages before work is started and after work is completed.

SALES & CUSTOMER SERVICE

• Provides the customer cost estimates and sufficient details according to Repair Shop Manager prior to scheduling a service.
• Updates customers on changes in the scope of work or modifications on their work orders that may impact the quoted cost before proceeding.
• Processes and inputs repair and yard crew time records into service orders for job cost.
• Supports accounting team by providing necessary information.
• Assist customers with docking boats if needed.

MARKETING

• Completes and forwards a weekly mechanic production report to measure sales.
• Implements monthly email and social media marketing campaigns though Constant Contact, email, and Facebook posts.
• Prepares and delivers a monthly marketing report measuring the amount of Constant Contact email clicks and opens.
• Tracks and reports Facebook metrics and engagement monthly.
• Work in conjunction with Business Manager to maintain and updates fuel dock prices on social media.
• Work in conjunction with Business Manager to update changes such as special hours, holiday closures, and fuel price for CBMSI and TFD on social media and through email.

FACILITIES & SAFETY

• Screens visitors to maintain operational safety standards.
• Utilizes multi-camera security system during operating hours to ensure visitors and staff are accounted for.
• Assist customers with docking boats if needed.
• Assists in maintaining office supplies, shop supplies, and facilities paper goods.

The Customer Service Coordinator is eligible for quarterly performance reviews and an annual wage rate review.

Application Process

To apply for this position, please submit your resume, a cover letter outlining your qualifications and alignment with our mission and values, and any other supporting documents to info@tacomaymf.org

All candidates will remain confidential upon application.

Please note that only shortlisted candidates will be contacted for further steps in the selection process.

Thank you for your interest in joining Commencement Bay Marine Services.

Note: This job description is intended to convey information essential to understanding the scope of the position and is not an exhaustive list of skills, efforts, duties, or responsibilities associated with the role.

Job Type: Full-time

Pay: $18.00 per hour

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 1 year

Shift:

• 8 hour shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person
• Office

Work Location: In person