Parts & Customer Support Coordinator

TPG Marinas•Jamestown, RI

4d•Onsite

About The Position

The Parts and Customer Support Coordinator is responsible for managing the marina's parts inventory, purchasing, receiving, organization, and parts-related financial controls while providing administrative support to the Service Department. The role is an important link between Service Technicians, the Service Manager, Vendors, and Customers. The position ensures technicians have the correct parts when needed, parts are accurately assigned to work orders, inventory is properly controlled, and service documentation and billing information are complete and accurate. Success in this position requires strong organization, attention to detail, a sense of urgency, excellent communication, and an understanding of how parts availability and administrative accuracy affect technician productivity, customer satisfaction, and service department profitability.

Requirements

5+ years of experience in parts, inventory, service administration, purchasing, automotive, marine, powersports, equipment, or a related environment preferred.
Marine industry or boatyard experience strongly preferred.
Familiarity with marine engines, mechanical systems, electrical systems, and commonly used marine service parts is beneficial.
Strong computer skills and ability to learn marina management, inventory, accounting, and manufacturer systems.
Experience with purchase orders, inventory management, work orders, and vendor invoices preferred.
Strong mathematical and basic financial skills.
Excellent organizational skills and attention to detail.
Strong written and verbal communication skills.
Ability to manage multiple priorities in a fast-paced and highly seasonal service environment.
Ability to work effectively with technicians, managers, customers, vendors, and accounting personnel.
Demonstrated commitment to accuracy, accountability, teamwork, and customer service.

Nice To Haves

Marine industry or boatyard experience strongly preferred.
Familiarity with marine engines, mechanical systems, electrical systems, and commonly used marine service parts is beneficial.

Responsibilities

Manage the day-to-day operation of the Service Department parts function.
Order parts, supplies, and materials required for customer work orders and marina operations.
Research and identify appropriate parts using manufacturer catalogs, online systems, technical diagrams, and vendor resources.
Maintain relationships with marine parts distributors, manufacturers, and local suppliers.
Obtain competitive pricing and identify appropriate purchasing sources while balancing cost, quality, and delivery time.
Monitor outstanding purchase orders and expedite critical parts when necessary.
Coordinate special-order parts and communicate expected delivery dates to the Service Manager and appropriate team members.
Follow company requirements for customer deposits on special-order or high-value parts.
Process parts returns, warranty returns, cores, credits, and damaged shipments.
Maintain organized vendor and purchasing records.
Maintain an accurate inventory of commonly used marine parts, service materials, lubricants, filters, hardware, and supplies.
Establish appropriate minimum and maximum inventory levels based on usage and seasonality.
Conduct regular cycle counts and participate in periodic physical inventories.
Investigate and resolve inventory discrepancies.
Identify obsolete, slow-moving, and excess inventory and recommend appropriate disposition.
Maintain clean, organized, secure, and clearly labeled parts storage areas.
Ensure parts are issued to the correct work order before leaving the parts department.
Monitor inventory shrinkage and establish appropriate inventory controls.
Maintain accurate part numbers, descriptions, costs, selling prices, and quantities in the marina management or accounting system.
Review upcoming and active work orders to identify required parts and materials.
Coordinate with the Service Manager and technicians to anticipate parts requirements and minimize technician downtime.
Stage parts for scheduled service work whenever practical.
Receive technician parts requests and process them promptly.
Assign all parts and materials to the appropriate customer or internal work order.
Maintain designated areas for parts received for specific customer jobs.
Clearly identify customer name, vessel, work order number, and technician for staged or special-order parts.
Communicate backorders, substitutions, delays, and availability issues to the Service Manager.
Help ensure technicians are not waiting unnecessarily for parts, approvals, or administrative information.
Assist the Service Manager with opening, maintaining, and closing work orders.
Enter and update customer, vessel, and work-order information in the marina management system.
Review work orders for completeness and identify missing labor, parts, technician notes, approvals, or other documentation.
Assist with preparing estimates and service documentation.
Maintain signed estimates, repair authorizations, change approvals, and other customer documentation.
Assist with scheduling service work and communicating status information as directed by the Service Manager.
Maintain organized electronic and/or physical service records.
Coordinate documentation for subcontracted work and outside vendors.
Assist with warranty documentation and claims administration.
Support seasonal launch, haul-out, commissioning, winterization, and storage processes as required.
Verify that parts, materials, freight, subcontractor charges, environmental fees, and other applicable charges are properly assigned to work orders.
Review vendor invoices against purchase orders and receiving documentation.
Identify discrepancies in pricing, quantities, freight, credits, or deliveries and work with vendors to resolve them.
Assist the Service Manager and accounting team with preparing completed work orders for invoicing.
Help ensure all billable labor and materials are captured before a work order is closed.
Monitor open purchase orders and parts associated with open work orders.
Assist with collecting required deposits and confirming customer credit authorization documentation is on file when applicable.
Provide documentation and information needed to resolve customer billing questions.
Provide professional and courteous assistance to customers requesting service or parts information.
Communicate clearly regarding parts availability, special orders, expected delivery dates, and other information within the responsibilities of the position.
Coordinate customer questions requiring technical expertise with the appropriate Service Manager or technician.
Protect customer information and maintain confidentiality.
Support a hospitality-focused service culture throughout the marina.
Maintain accurate parts inventory and purchasing records.
Minimize technician downtime caused by preventable parts shortages.
Ensure parts are charged to work orders accurately and promptly.
Maintain strong control over special-order parts and customer-specific inventory.
Reduce lost, unbilled, obsolete, and unidentified inventory.
Support timely completion and invoicing of service work orders.
Maintain an organized, professional parts department and service office.
Communicate proactively when parts availability or administrative issues could affect a customer's promised completion date.
Customer service and internal team feedback