Sales & Service Coordinator

THERMO KING•Horizon City, TX

5d•$75,000 - $95,000•Onsite

About The Position

This position has a critical role in the aftermarket sales experience. This individual will succeed by proactively engaging with customers to ensure the branch location is meeting all needs while providing optimal customer experience and satisfaction. The position is expected to be one of the primary customer facing roles of the location and facilitate the solicitation of additional services and parts that the company can provide. This position will report to and work closely with the Branch Manager and will also work closely with the Sales Department. • Manager Trailer Repair Technicians including assigning and prioritizing service orders, training and development, and productivity achievement. • Develop growth in trailer repair parts sales • Proactively reach out to customers routinely to identify service and parts requirements. • Establish routine dialogue with customers including job status, estimated completion, and follow up inquiries to ensure customer satisfaction. • Provide accurate service quotes after consultation with technicians. • Obtain customer authorization and accurate purchase order documentation in a timely manner. • Schedule or coordinate service appointments and service order priorities. • Maintain and update the service board to reflect current and scheduled jobs. • Create parts pick requirements and material shortages, or purchase advises from service orders • Support technicians with parts research, warranty verification, and campaign information. • Assist the Branch Manager in reviewing technician timecards and ensuring correct job costing. • Work with Branch Manager and technicians to manage work in process and customer dwell time. • Open, update, and close service work orders within our ERP system (E-Emphasys) with precise documentation in collaboration with technicians and management. Ensure service works orders are closed and invoiced in a timely manner. • Collect payments for service and parts orders. Aftermarket Parts Responsibilities • Create parts purchase orders for customer demand in excess of stocking levels. Weekly stock orders will be generated from our Corporate Office. Ensure parts purchased are properly linked to customer orders. • Coordinate parts shipments and notify customers on delivery status. • Deliver and invoice customer parts sales orders. • Coordinate customer deliveries when applicable. • Other duties as assigned by Branch Manager This job description is intended to provide a general overview of the position. This is not an exhaustive list of all responsibilities, qualifications, or working conditions associated with the job.

Requirements

High school diploma or equivalent; additional training or certifications in automotive service or customer service is a plus.
Prior experience as a service writer or in a similar role within the automotive or transportation industry preferred.
Experience with service management software like E-Emphasys is preferred.
The ideal applicant would show a strong desire to learn our service software (E-Emphasys) and work to leverage the service module and business intelligence reporting to enhance profitability and productivity of the branch location. Training will be provided.
The applicant should also be comfortable using Microsoft Office Suite (Word, Excel, Outlook).
Strong written and verbal communication skills; able to interact effectively with customers, technicians, and vendors.
Demonstrated ability to multitask, prioritize work, and manage time effectively.
Position includes stooping, bending, kneeling, sitting, standing, climbing into trailer, ladder usage, lifting up to 30 pounds, use of provided ear protection in a sometimes-noisy environment and safety glasses.
Valid Driver’s License (Regular): Required
High School Diploma or GED: Required

Nice To Haves

Familiarity with Thermo King products and systems is a strong advantage.
DOT Medical Card: Preferred
Associate Degree or Post-Secondary Education: Preferred
Additional certifications: May be required within a specified timeframe after hire, as applicable

Responsibilities

Manager Trailer Repair Technicians including assigning and prioritizing service orders, training and development, and productivity achievement.
Develop growth in trailer repair parts sales
Proactively reach out to customers routinely to identify service and parts requirements.
Establish routine dialogue with customers including job status, estimated completion, and follow up inquiries to ensure customer satisfaction.
Provide accurate service quotes after consultation with technicians.
Obtain customer authorization and accurate purchase order documentation in a timely manner.
Schedule or coordinate service appointments and service order priorities.
Maintain and update the service board to reflect current and scheduled jobs.
Create parts pick requirements and material shortages, or purchase advises from service orders
Support technicians with parts research, warranty verification, and campaign information.
Assist the Branch Manager in reviewing technician timecards and ensuring correct job costing.
Work with Branch Manager and technicians to manage work in process and customer dwell time.
Open, update, and close service work orders within our ERP system (E-Emphasys) with precise documentation in collaboration with technicians and management. Ensure service works orders are closed and invoiced in a timely manner.
Collect payments for service and parts orders.
Create parts purchase orders for customer demand in excess of stocking levels. Weekly stock orders will be generated from our Corporate Office. Ensure parts purchased are properly linked to customer orders.
Coordinate parts shipments and notify customers on delivery status.
Deliver and invoice customer parts sales orders.
Coordinate customer deliveries when applicable.
Other duties as assigned by Branch Manager