Service Coordinator

ASSA ABLOY•Monroe, NC

14h•Onsite

About The Position

ASSA ABLOY Entrance Systems, Pedestrian Door Solutions is seeking a Service Coordinator/Dispatcher to be the central point of communication between customers, technicians, and internal teams. This role is responsible for managing service requests, scheduling technicians through FMP360, processing customer data in BAAN, and ensuring accurate, timely service execution. The Service Coordinator will also support quoting, parts ordering, and communication with key accounts, while helping maintain efficient operations and a high level of customer satisfaction. ASSA ABLOY Entrance Systems is a global manufacturer committed to creating safe, secure, and efficient entrance systems for people worldwide, specializing in automated pedestrian, industrial, and high-performance door solutions, operating in over 100 countries.

Requirements

Associate’s or Bachelor’s degree preferred
Computer ability: Word, Excel, PowerPoint
Experience working in a fast-paced environment
Professional appearance
Pleasant telephone voice
Positive attitude
Grace under pressure.
Ability to juggle many projects simultaneously.
Organized
Self-motivated
Ability to take direction well
Excellent verbal communication skills
Ability to work well within a group
High-energy, results-oriented approach
Reliable and disciplined
Dependable. Consistent attendance and punctuality are a must.
Overtime may be required from time to time and will be paid out as per company overtime policy. Overtime authorization required

Responsibilities

Responsible for all aspects of customer service including but not limited to; Answering incoming telephone calls, entering customer information in BAAN, scheduling service calls with customers, efficiently dispatching Technicians via FMP360, providing quotes to customers based on Technicians recommendations (when required), driving upgrades as directed and ordering parts (when required).
Effectively collect all required service call information including but not limited to; confirming billing address, confirming purchase order number if required, service call details and ensuring this information is clearly relayed in BAAN when entering service call.
Provide feedback on status of orders to customers and Key Account group.
Forward new equipment sales leads to Sales Representatives.
Maintain monthly reports for key customers as instructed by Dispatch Supervisor.
Act as the liaison between production and sales.
Assist with the phone team to answer corporate calls.