Service Coordinator

Job Title: Service Coordinator- Marine Industry

TDW Marine, a company specializing in marine diesel engine and generator service and sales, is seeking a Service Coordinator to oversee and enhance our customer service experience. In this role, you will be the linchpin in our service workflow, ensuring a seamless experience from the initial inquiry to the final invoice. You'll work closely with technicians, the admin team, and accounting to deliver an outstanding customer experience while contributing to process improvements that drive our company forward.

What You’ll Do:

Client Interaction & Support:

• Serve as the first point of contact for client inquiries via phone and email.
• Engage with clients to understand their needs, provide detailed product and service information, and ensure satisfaction throughout the service process.
• Coordinate service requests, managing client communication from the initial inquiry to project completion.

Collaboration with Technical Teams:

• Work closely with technicians to assess the scope of work for each project.
• Collaborate in creating accurate cost estimates and set clear project expectations with clients regarding timelines and deliverables.
• Streamline administrative tasks for technicians, allowing them to focus on providing top-notch service.
• Keep communication lines open and up-to-date between clients and technicians.

Process Improvement:

• Help streamline and systematize internal processes to boost efficiency and service quality.
• Play a key role in developing and implementing best practices aligned with our company’s core values.

Database & Financial Management:**

• Assist in managing and updating client profiles, ensuring all contact, billing, and service-related information is accurate and up-to-date.
• Process deposits, invoices, and collections to guarantee timely, accurate financial transactions.

What We Offer:

• A workplace that values dignity, autonomy, and personal growth, empowering you to live fully and develop professionally.
• Unlimited opportunities for skill development and career advancement.
• Paid vacation & holidays
• Health insurance
• 401k

Who We’re Looking For:

We’re seeking someone who is not just looking for a job but eager to be part of something bigger. The ideal candidate will:

• Have experience working in the marine industry or trades, with a solid understanding of service workflows and client expectations in these fields.
• Bring experience coordinating client services in a fast-paced environment, ideally within the marine industry or other trade services.
• Be highly organized and capable of managing multiple projects and client requests simultaneously while maintaining attention to detail.
• Demonstrate excellent communication skills, ensuring clarity and transparency with both clients and internal teams.
• Thrive in a collaborative setting, working seamlessly with technicians, admin staff, and accounting to provide outstanding service.
• Be proactive in identifying areas for improvement and contributing to the development of more efficient processes.
• Possess strong problem-solving abilities, able to troubleshoot issues as they arise and ensure client satisfaction at every step.
• Have a working knowledge of basic financial management tasks, such as processing invoices and managing client accounts.

Additional Qualifications:

• Familiarity with marine engines, systems, or related products and services is highly preferred.
• Proficiency with service management software or other project tracking tools is a plus.
• Strong computer skills, including proficiency with Microsoft Office (Excel, Word) and CRM systems.
• Ability to work both independently and as part of a team, with a proactive approach to solving problems and improving service quality.