Communications Advisor

Wesco Turf • Sarasota, FL

2d • Onsite

About The Position

The Communications Advisor will provide all repair customers with up-to-date information on products brought to the shop through verbal updates and system automations. This role will manage the shop schedule, track parts and update customers every three days or when major changes impacting our ability to meet promise dates and turnaround time expectations.

To grow and build a successful career with Wesco Turf, you will be responsible for:

Weekly itinerary can include, but not limited to, the following:
Scheduling and Capacity Management
Scheduling all onsite repairs in alignment with technician availability and customer expectations
Maintain daily visibility of load hours per technician
Provide daily updates regarding shop capacity to Service Advisors and leadership.
Parts Tracking and Coordination
Track and report parts ETA’s
Track all backordered parts with expected availability dates.
Work with Vendors when parts are delayed or unavailable.
Ensure the timely completion of transfers to Sarasota Service Shop
Process the parts transfers requested by technicians to support timely repairs
Control inventory of unused parts by transferring them back to the parts department in a timely manner.
Maintain the accuracy of work orders in “On-Hold Parts” status with ETA’s.
File unit down requests as needed with Toro back ordered parts.
Customer Communications
Serve as the primary customer communication liaison for repair-related inquiries and updates, including but not limited to
Proactive repair status updates
Notification of major changes impacting cost, scope, or completion dates
Clear communication of expected wait times and revised delivery dates
Coordination of equipment availability, pickup readiness, and closing times
Explanation of parts delays and mitigation options in coordination with Service Advisors
Respond to customer and internal inquiries within two business hours or less
Maintain confidentiality of customer, company, and personnel information at all times.
Internal Coordination and Reporting
Coordinate schedules and priorities with Repair Team Leader and Shop Foreman
Communicate priorities to QC and wash bay
Provide weekly production update to cross functional teams.
Create and maintain customer-facing communication templates and SOPs as needed
What Can We Give You?
Wesco’s foundation is built on the strength and quality of our people. We are committed to providing all of the resources and tools necessary to help our people be successful. Recognizing that our employees are our greatest resource, our competitive rewards package is designed to attract and retain our talented associates.

Health Insurance – Medical, dental, and vision insurance is available to full-time employees, eligible dependents, and spouses.

Wellness – We offer full-time associates a variety of mental health, financial health, and other types of resources.

Growth Opportunities – Nearly half of our employees have worked in our organization for over ten years. We are committed to the advancement of our employees by providing challenging work assignments, formal and informal training, professional associations, and networking opportunities.

Competitive Salary – In addition to their base pay, employees are eligible for our company-wide bonus that is dependent on Wesco meeting our sales goals. We have met these goals every year for the past 10 years, the bonus is equivalent to 0-3 weeks of additional pay and is prorated for your first year. Employees in our Service and Operations departments are eligible for a monthly incentive program based on performance.

Requirements

• Minimum High School Diploma G.E.D. or equivalent
• Training at vocational, technical trade school or training seminars in the Commercial Turf Industry.
• Minimum of five years’ experience in a related field experience
• Strong customer communication skills
• Ability to manage priorities in a fast-paced environment
• Comfortable using standard office and service systems

Responsibilities

• Scheduling all onsite repairs in alignment with technician availability and customer expectations
• Maintain daily visibility of load hours per technician
• Provide daily updates regarding shop capacity to Service Advisors and leadership.
• Track and report parts ETA’s
• Track all backordered parts with expected availability dates.
• Work with Vendors when parts are delayed or unavailable.
• Ensure the timely completion of transfers to Sarasota Service Shop
• Process the parts transfers requested by technicians to support timely repairs
• Control inventory of unused parts by transferring them back to the parts department in a timely manner.
• Maintain the accuracy of work orders in “On-Hold Parts” status with ETA’s.
• File unit down requests as needed with Toro back ordered parts.
• Serve as the primary customer communication liaison for repair-related inquiries and updates, including but not limited to
• Proactive repair status updates
• Notification of major changes impacting cost, scope, or completion dates
• Clear communication of expected wait times and revised delivery dates
• Coordination of equipment availability, pickup readiness, and closing times
• Explanation of parts delays and mitigation options in coordination with Service Advisors
• Respond to customer and internal inquiries within two business hours or less
• Maintain confidentiality of customer, company, and personnel information at all times.
• Coordinate schedules and priorities with Repair Team Leader and Shop Foreman
• Communicate priorities to QC and wash bay
• Provide weekly production update to cross functional teams.
• Create and maintain customer-facing communication templates and SOPs as needed

Benefits

• Health Insurance – Medical, dental, and vision insurance is available to full-time employees, eligible dependents, and spouses.
• Wellness – We offer full-time associates a variety of mental health, financial health, and other types of resources.
• Growth Opportunities – Nearly half of our employees have worked in our organization for over ten years. We are committed to the advancement of our employees by providing challenging work assignments, formal and informal training, professional associations, and networking opportunities.
• Competitive Salary – In addition to their base pay, employees are eligible for our company-wide bonus that is dependent on Wesco meeting our sales goals. We have met these goals every year for the past 10 years, the bonus is equivalent to 0-3 weeks of additional pay and is prorated for your first year. Employees in our Service and Operations departments are eligible for a monthly incentive program based on performance.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED