Customer Service Coordinator

Ryder•Pennsauken, NJ

10d•Onsite

About The Position

The Customer Service Coordinator will support the shop management process through timely customer communications and scheduling, inventory ordering and stocking, repair follow-up and maintenance file management. This role is crucial for enhancing branch productivity, managing parts inventory effectively, and ensuring smooth administrative operations within the shop.

Requirements

Detail oriented with excellent follow-up practices.
Capable of multi-tasking, highly organized, with excellent time management skills.
Flexibility to operate and self-driven to excel in a fast-paced environment.
Ability to create and maintain professional relationships within all levels of the organization (peers, work groups, customers, supervisors).
Ability to work independently and as a member of a team.
H.S. Diploma/GED.
1 year or more in customer service or comparable experience with issues resolution.
Strong computer skills including spreadsheets and word processing software Advanced.

Responsibilities

Improve the quality and consistency of customer communications and meet customer's expectations.
Perform customer relationship activities to include customer interface, issue resolution and customer satisfaction.
Execute customer communication protocol pertaining to PM scheduling and follow-up, breakdowns and vehicle status updates.
Drive improvement of Customer Satisfaction (CSI) scores.
Enhance branch productivity through effective work scheduling and planning.
Create repair order tasks and update work planning sheet.
Review maintenance reports to identify and schedule preventative maintenance, repair campaigns and vehicles requiring follow-up.
Coordinate with rental counter to identify repair requirements, available substitute units and vehicle wash requirements.
Coordinate outside repair with vendors and customers.
Provide a resource that allows the management team time to effectively manage shop operations.
Execute parts inventory management processes to include conducting physical inventory, parts ordering, receiving, stocking, managing purchase orders and parts invoice and coordinating parts pick-up and delivery.
Make recommendations on min-max levels to the inventory planning team.
Manage parts obsolescence.
Ship warranty and return parts.
Organize and ensure cleanliness in the parts room.
Effectively handle all incoming shop calls.
Perform clerical duties within the shop operations which include vehicle maintenance files.
Process all Account Payable.
Create repair orders for technicians.
Contribute to cost containment through effective inventory planning and warranty.
Performs other duties as assigned.