Equipment Coordinator

ChemTreat • Glen Allen, VA

5d • Onsite

About The Position

Reporting to the Customer Support Supervisor, the Equipment Coordinator is responsible to fulfill internal and external customer needs as an Equipment Coordinator through a high volume of complex electronic requests (averaging 20 - 30 requests a day), while also handling phone requests (averaging 20 - 30 phone calls a day). The Equipment Coordinator provides unscripted, customized professional service with the expectation that the Coordinator has sole ownership over the resolution within a 48-hour window. Schedule alternates between 8:00 AM EST - 4:30 PM EST and 8:30 AM EST - 5:00 PM EST depending on business needs Monday through Friday. This position is part of the Corporate Services department located in Glen Allen, VA and will be on-site.

Requirements

• Associate's Degree, Bachelor's Degree Preferred
• 2-3 years of business and/or customer contact center experience preferred
• Technical equipment knowledge preferred
• Technical, Analytical skills and business knowledge
• Communication and Interpersonal skills; Teamwork and leadership
• Organizational skills; Self-management
• Critical thinking and attention to detail
• Ability to handle a fast-paced environment
• Professional phone and e-mail etiquette
• Strong written communication skills
• Clear phone diction
• Consistently communicate with supervisor and team regarding status of daily work load
• Positive attitude during stressful situations and ability to handle multiple interruptions
• Ability to build rapport and relationships with customers
• Confident interaction with other departments and senior leadership
• Open to change and learning

Nice To Haves

• Ability to understand lean manufacturing metrics as they relate to daily performance measures

Responsibilities

• Quoting (Spec'ing) equipment such as controller, pumps, replacement parts and custom panels
• Setting up and maintaining tanks in internal database
• Working directly with vendors for costing and technical assistance
• Handle equipment returns and expedites from start to finish
• Understand, process, and confirm on average 20 - 30 customer requests through e-mail or fax
• Support the sales force to resolve complex situations
• Problem solve delivery issues, probe and fact find for key elements, and track orders to delivery
• Review customer Purchase Orders (PO) for order entry
• Accurately place text-based, customer PO, and e-mail chain orders
• Read and decipher notes in order entry
• Follow the escalation procedure for outstanding tasks
• Determine appropriate formula to calculate salesman cost based on Chemtreat pricing
• Discern commission decisions at order entry time and take action as necessary
• Determine freight charge routing and allocation to properly apply freight charges to customers.
• Place phone orders as needed
• Read and decipher notes in order entry
• Follow the escalation procedure for outstanding tasks
• Control the phone calls (direction, pace, tone)
• Diffuse irate callers
• Develop and share best practices with team
• Understand and adapt to change in processes and procedures.
• Additional duties as assigned
• Other duties as assigned

Benefits

• Professional onboarding and training options
• Powerful team looking forward to working with you
• Career coaching and development opportunities
• Health benefits
• 401(k)
• Comprehensive 60-day training program, including but not limited to supporting the customer contact center.
• Cross-training in other areas within the department
• Development opportunities for company growth if so desired
• paid time off
• medical/dental/vision insurance and 401(k) to eligible employees

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree