Customer Service & Scheduling Coordinator

Bulmann Dock & Lift•Boyne City, MI

10d

About The Position

We are seeking a detail-oriented, customer-focused individual to join our team as a Scheduling Coordinator. In this role, you will be responsible for ensuring smooth, efficient interactions with customers, coordinating schedules for product installations, and managing seasonal service requests. You’ll also play a key role in maintaining communication across various teams, vendors, marinas, and customers to ensure timely deliveries, high-quality installations, and seamless service coordination. The ideal candidate will possess exceptional organizational and communication skills, experience using scheduling and ERP tools, and the ability to manage multiple tasks in a fast-paced environment.

Requirements

Proven experience in customer service, scheduling, logistics, or related fields.
Strong organizational and multitasking abilities, with the ability to manage competing priorities effectively.
Excellent verbal and written communication skills, with the ability to clearly explain service processes to customers and coordinate with cross-functional teams.
Ability to adapt to changing schedules, troubleshoot problems, and maintain customer satisfaction under tight deadlines.
Proficiency with Microsoft Office (Word, Excel, Outlook, Teams) and ERP systems (such as NetSuite).

Nice To Haves

Experience in a service-based or installation-related industry is highly desirable.
Customer-facing experience in call centers, retail, or similar service environments is a plus.

Responsibilities

Serve as the primary point of contact for customers, providing them with prompt, professional communication throughout their service journey.
Coordinate and schedule service appointments, product deliveries, and installations, ensuring optimal scheduling that maximizes efficiency.
Keep customers informed of schedule updates, delays, and changes, proactively addressing concerns and ensuring customer satisfaction.
Address and resolve customer inquiries or concerns in a timely manner, escalating issues to relevant internal teams as necessary.
Maintain a consistent and positive customer experience by adhering to company communication protocols and service standards.
Monitor and manage current and future job schedules to ensure timely and efficient service delivery that meets both customer needs and operational capacity.
Expedite the scheduling of new product deliveries, ensuring coordination with internal teams (sales, warehouse, distribution) and external vendors and customers.
Ensure accurate coordination of installation dates, watercraft deliveries, and seasonal service requests while managing the timing of these time-sensitive tasks.
Utilize ERP systems, Microsoft Teams, and Microsoft 365 tools to track customer orders, monitor job progress, generate reports, and keep internal records updated.
Audit work orders regularly to ensure accuracy and completeness, making updates to the process as necessary to avoid delays.
Provide support to the service manager in providing guidance to the team as needed.
Collaborate with service and installation teams to ensure seamless coordination of product installations, removals, and related activities.
Offer remote support to service crews, vendors, and customers when issues arise, ensuring smooth operations even when on-site presence is not possible.
Proactively identify scheduling conflicts, delays, or customer concerns and work to resolve them promptly, escalating to appropriate teams when necessary.
Collaborate closely with customers to troubleshoot issues, ensuring quick resolution and minimal disruption to service timelines.