Service Coordination Supervisor

Kinetico Incorporated • Canal Winchester, OH

6d

About The Position

The Service Coordination Supervisor is responsible for directly managing a small team, leading, training, and coordinating requests from Customers for product installations and service in accordance with established service levels and standard business processes and procedures. They provide training and support to team members, assist and advise with customer issues, evaluate adherence to customer service metrics, and develop processes to improve efficiency.

Requirements

• High school diploma/GED
• 5+ years of related work experience in a customer-facing role.
• Knowledge of Kinetico products.
• Ability to work with and guide team members.
• Experience with ERP software and other web-based applications
• Good mental and visual attention to detail.
• Good verbal and written communication skills.
• Good interpersonal/customer relation skills.
• Good analytical and problem-solving skills.
• Good organizational skills.
• Ability to multi-task.

Nice To Haves

• Associate’s degree

Responsibilities

• Directly manages and leads a team of Service Coordinators while still performing daily coordination duties as needed.
• Ensure standard processes are adhered to.
• Executes all processes and procedures related to coordinating new product installation requests from customers including identifying needed fulfillment partners, communicating the customer’s needs to partners, managing customer expectations through proactive outreach, and providing timely feedback to the customer.
• Provides direction and problem resolution solutions to team members where circumstances warrant.
• Handles escalation of issues and conflict with clients when warranted.
• Works as a main point of contact for major account management along with project launches and customer pilots.
• Maintains information on product installations using the appropriate tools by recording transactions from sales opportunity to sales achievement according to business processes of the organization.
• Develops and maintains good business relationships with fulfillment partner network and other key customers as assigned.
• Works with internal departments to find best practices and implement standard processes and supporting documents.
• Determine market needs and gaps through analytics, along with forecast of installs.
• Works with team members to develop a strong focus on professional customer service.

Benefits

• Medical, Dental, Vision and Prescription Drug Insurance Coverage
• Employer Provided Life Insurance, Short-Term and Long-Term Disability Benefits
• 401(k) Contribution Matching Program
• Employer Funded Defined Contribution Plan
• Paid Vacation, Holidays and Community Service Volunteer Time-off Benefit
• Wellness Program
• Educational Assistance Reimbursement Program

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED