Quality Customer Service Coordinator

TIME Manufacturing Company, Inc.•Fort Worth, TX

12d•$22 - $24•Onsite

About The Position

The Quality Customer Service Coordinator serves as the front line for North American quality and warranty concerns at TIME Manufacturing Company. The coordinator provides the initial customer response, owns communication and follow-up, and coordinates with internal teams and external partners until each issue is resolved. The position maintains accurate quality and warranty tickets and reporting, supports the NA Warranty Manager and Head of NA Quality, and helps improve the speed and effectiveness of issue resolution. It also provides Command Center support as needed, with a primary focus on quality and warranty matters. This highly visible role requires sound judgment, clear and professional communication, attention to detail, and consistent follow-through as processes and business needs evolve. It is an on-site position in Westlake, Texas, or Waco, Texas, with a Monday–Friday schedule from 8:00 a.m. to 5:00 p.m. Overtime may be required.

Requirements

At least 2 years of customer service experience in a professional, business-to-business, or operational support environment.
Strong emphasis on delivering professional, high-quality customer service.
Excellent verbal and written communication skills.
Proficiency with Microsoft Office, particularly Excel and Outlook.
Strong organizational and time management skills, with the ability to manage multiple priorities effectively.
Demonstrated critical thinking and problem-solving skills.
Ability to make decisions independently and recognize when escalation is appropriate.
Self-starter who can learn, adapt, and take on new challenges.
Comfort coordinating tasks, following up, and holding internal partners accountable.
Ability to collaborate with other team members to support customer needs.
Reliable attendance and punctuality, recognizing the importance of consistent customer availability.
Ability to execute assigned direction accurately, with attention to detail and precision.

Nice To Haves

Experience in a manufacturing, industrial, or equipment-based environment.
Experience supporting service, parts, warranty, supply chain, or technical teams.
Exposure to ERP or CRM systems; Epicor, Freshworks, or similar platforms are preferred.
Experience in a corporate command center, operations support, or customer coordination role.

Responsibilities

Serve as the initial point of contact for customer quality and warranty calls, emails, complaints, and inquiries; acknowledge concerns promptly and communicate next steps.
Own quality and warranty tickets from intake through closure, providing timely, accurate updates and a clear point of contact for customers.
Gather information needed to assess issues, including unit details, symptoms, service history, photographs, and supporting records; route technical or coverage decisions to the appropriate owner.
Handle sensitive concerns and escalations professionally and with sound judgment; escalate urgent issues, delays, and business risks to the NA Warranty Manager and Head of NA Quality.
Coordinate with Warranty, Quality, Service, Parts, Engineering, Operations, Sales, dealers, suppliers, and customers to investigate and resolve quality and warranty issues.
Assign or request action from the appropriate internal owner, track commitments and due dates, address communication gaps, and follow up until resolution is documented.
Work with Warranty to streamline intake, claim handoffs, status updates, and closure while reducing repeat contacts and avoidable delays.
Support the NA Warranty Manager and Head of NA Quality with investigations, customer follow-up, corrective action coordination, meetings, and other assigned quality and warranty activities.
Maintain complete, current records of quality and warranty tickets, customer communications, action owners, status, resolutions, and supporting documentation.
Prepare and maintain quality and warranty reports covering ticket volume, open and aging items, response and resolution times, recurring issues, trends, and other measures requested by leadership.
Review ticket and warranty data with responsible teams to identify recurring issues, process gaps, and opportunities to improve quality, efficiency, effectiveness, and customer experience.
Help standardize communication, tracking, escalation, and reporting practices, and verify actions and outcomes are accurately captured for management review.
Support the Command Center with inbound calls, emails, general inquiries, and customer follow-up as needed while prioritizing quality and warranty tickets.
Route non-quality requests to the appropriate team, coordinate handoffs, and ensure customers receive professional and timely responses.
Assist the Command Center Supervisor with customer service processes and initiatives when requested, and share quality and warranty guidance with team members.