What are the responsibilities and job description for the Customer Solutions Coordinator position at Diversified Machine Systems Llc?
Job Description Summary:
Do you love problem-solving, multitasking, and building relationships over the phone? As our Customer Solutions Coordinator, you'll be the friendly voice that helps customers get the parts they need, while making the whole process smooth and efficient. If you're ready to take on a fun, fast-paced role with a sales twist, this is the job for you! This position offers a competitive bonus structure.
What Youll Be Doing:
Coordinate with our tech team to handle parts orders from incoming calls and emails, ensuring every order has all the right details.
Use your phone sales skills to guide customers through their orders, upselling and offering the best parts solutions to fit their needs.
Be the go-to for inquiriesanswer customer and technician questions with confidence, making sure they have everything they need to make informed decisions.
Stay cool under pressure in urgent situations, delivering parts and solutions fast when the stakes are high.
Craft the perfect parts strategy by balancing customer needs, technician input, engineering records, and vendor availability.
Multitask like a promanage multiple order requests, meet shipping deadlines, and still have time for a quick coffee break.
Handle escalations professionally, ensuring customer complaints are resolved quickly, even with the most challenging customers.
Be a package-tracking wizardcustomers rely on you for updates, and youll have all the answers.
Coordinate technician visits with part deliveries for seamless support, working with the Service Manager as needed.
Learn all about CNC Routers and stay on top of machine designs and parts evolution.
Generate quotes and process ordersfrom initial inquiry to the final shipment, youll have the whole process covered.
Upsell and cross-sell parts when appropriate, ensuring customers get the most value from their orders.
Keep our inventory running smoothlytrack stock, deliveries, and make adjustments to keep things moving fast.
Help improve processeswe want your input to keep making things better.
Tackle any delivery issues, whether its missing parts, incorrect orders, or damaged shipments.
Youd Be Perfect If You:
Are a people person who loves talking to customers and can handle phone sales with ease.
Enjoy solving problems and are always looking for ways to make things more efficient.
Can juggle multiple tasks without breaking a sweat.
Have a talent for balancing customer needs with company goals.
Are excited to learn about CNC Routers and machine parts.
Have experience with phone sales, CRMs, inventory management, or quoting systems (bonus points if you do!).
Job Qualifications:
- High School Diploma or equivalent; some college strongly preferred
- Two years of experience in parts/order fulfillmentor related role
- Excellent interpersonal and communication skills, both in writing emails and in phone conversations
- Strong Outlook email writing and organizational skills
- Pleasant and calming demeanor
- Ability to multi task on a routine basis; work in a fast-paced environment; deal with continuous interruption and resumption of duties with altered goals
- Fluent in English
- Strong desire to learn technical aspects and components of DMS CNC machines
- Basic understand of MS Office Suite
- Intermediate Excel ability including formula generation.
- Networking with internal and external departments and vendors to be able to meet critical needs
- High tolerance to ambiguity with ability to resolve ongoing change, partial records, and shifting or uncertain priorities
- Working knowledge of CPQ and Microsoft Dynamics a plus
- Must be able to sit for long periods of time; able to lift 25 lbs.; occasionally lift 60 lbs. to waist height
