Service Coordinator I (60464)

Frymaster•Shreveport, LA

2d•Remote

About The Position

Frymaster designs, manufactures, and supplies best-in-class commercial fryers for the global foodservice market. The company empowers its employees to grow, recognizes and rewards them, and fosters a team-oriented environment. As a Service Coordinator I, the role involves providing "White Glove" service support to Frymaster and Merco Strategic accounts. This includes dispatching service requests to the factory-authorized service network and ensuring timely resolution and closure of dispatch requests within Welbilt's Dispatch request system (Salesforce). This is a remote position, open to candidates authorized to work and reside in specific states across the US, due to payroll, tax, and employment law requirements. Frymaster, a Welbilt brand, is known for its award-winning, innovative commercial fryers that simplify oil management for crews and operators, extending oil life and increasing profitability. The Frymaster facility in Shreveport, LA is a division of Ali Group.

Requirements

High School Diploma or GED
2-5 years of experience
Experience in the field of Customer or Technical Service
Intermediate Microsoft Office skills
Ability to provide outstanding/world class customer service.
Proven ability to effectively deal with all levels of internal and external contacts.
Must have organization, planning and problem solving/analytical skills.
Must have effective communication and interpersonal skills.
Ability to function with minimal supervision in a fast-paced environment.
Able to deal with frequent change, delay or unexpected events.
Works well in group problem solving situations and be a team player.

Responsibilities

Receive and prioritize service requests from customers by phone, e-mail, and customer applications (e.g. Corrigo).
Create and follow-up on service requests in Salesforce.
Assist in resolving any scheduling conflicts or service delays.
Follow up with the service network to ensure service issues are resolved within 24 hours for urgent, equipment down service requests, and within 72 hours for standard, equipment service requests.
Close out service requests with the appropriate technician notes and resolution.
Expedite the shipping of parts for urgent repairs as needed.
Communicate with customers to confirm service requests, provide status updates, and address any issues or concerns.
Dispatch service requests and follow-up with service agency to ensure the service request is accepted within half an hour and obtain an ETA.
Update the dispatch request with the scheduled date/time (ETA) and ensure the requester receives notification.
Update dispatch request and ensure the proper customer complaint and problem resolution categories are selected before closing the request.
Administer a post-service call survey within 24 hours after service has been performed to ensure equipment is working to customer's satisfaction.
Work closely with Welbilt's RISE department to ensure strategic customers are sent a "welcome communication" for every installation/start-up to prepare the location for the proper use of the new equipment.
Manage incoming calls/emails from customers, service agencies and internal sales teams.
Identify opportunities to improve the service dispatch processes and customer service.
Prepare weekly and monthly service reports.