Customer Service Coordinator - Heavy Duty

Ryder • Stoneham, MA

11d • $26 - $26 • Onsite

About The Position

The Customer Service Coordinator supports shop management by coordinating customer communications and scheduling, inventory ordering and stocking, repair follow-up, and maintenance file management. The role helps improve customer satisfaction, branch productivity, cost containment, and the effective operation of the shop. It is based in Stoneham, Massachusetts, and follows a Monday–Friday schedule from 2:30 p.m. to 11:00 p.m. The position pays $26.00 per hour, paid weekly. Ryder describes a fast-paced, inclusive environment with opportunities for career development.

Requirements

• High school diploma or GED.
• At least 1 year of customer service or comparable experience involving issue resolution.
• Advanced computer skills, including spreadsheets and word-processing software.
• Detail oriented with excellent follow-up practices.
• Able to multitask; highly organized with excellent time-management skills.
• Flexible and self-driven in a fast-paced environment.
• Able to build and maintain professional relationships at all levels of the organization, including peers, work groups, customers, and supervisors.
• Able to work independently and as a member of a team.

Responsibilities

• Improve the quality and consistency of customer communications and meet customer expectations.
• Conduct customer relationship activities, including customer interface, issue resolution, and customer satisfaction.
• Follow customer communication protocols for preventive maintenance scheduling and follow-up, breakdowns, and vehicle status updates.
• Drive improvement of Customer Satisfaction Index (CSI) scores.
• Schedule and plan work to enhance branch productivity.
• Create repair order tasks and update the work planning sheet.
• Review maintenance reports to identify and schedule preventive maintenance, repair campaigns, and vehicles requiring follow-up.
• Coordinate with the rental counter on repair requirements, substitute vehicle availability, and vehicle washing requirements.
• Coordinate outside repairs with vendors and customers.
• Support the management team by allowing them time to manage shop operations effectively.
• Conduct parts inventory processes, including physical inventory, ordering, receiving, stocking, purchase order and invoice management, and coordinating parts pickup and delivery.
• Recommend minimum and maximum inventory levels to the inventory planning team.
• Manage obsolete parts and ship warranty and return parts.
• Organize and maintain cleanliness in the parts room.
• Handle incoming shop calls and perform clerical duties, including maintaining vehicle maintenance files.
• Process accounts payable.
• Create repair orders for technicians.
• Contribute to cost containment through effective inventory planning and warranty processes.
• Perform other duties as assigned.

Benefits

• Competitive pay and a full benefits package.
• 401(k) employer match.
• Discount on shares.
• Medical, prescription, dental, and vision insurance options.
• Life insurance and disability insurance options.
• Paid time off for vacation, illness, bereavement, family, and parental leave.
• Tax-advantaged 401(k) retirement savings plan.
• The position may be eligible for an annual bonus, commission, and/or long-term incentive plan, depending on level and/or type.

What This Job Offers

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