14 Robbins Pond Rd
Devens,
MA
01434
US
Job Description
Johnson Service Group, Inc., is actively seeking a Customer Service Coordinator to work with our client in the Devens, MA area. This is a fantastic opportunity to join a dynamic organization and our client is hiring immediately.
SUMMARY:
Maintains customer satisfaction by providing product, service and account information and monitoring performance for product warranty, maintenance agreements, and/or purchase orders. Responsible for groups of accounts that are moderately complex or where account relationships are well established.
FUNCTIONS:
- Administers customer accounts by reviewing service and/or spare product requirements to existing terms and conditions of purchase orders or maintenance agreements.
- Establishes and maintains customer relationships through courteous and efficient servicing of customer requests. Maintains regular communication with assigned customer accounts and responds to customer service issues.
- Prepares and submits correspondence in response to customer requests. Maintains an appropriate level of confidentiality regarding customer and company matters.
- Responds to requests for quotations in a timely manner and coordinates with price estimating. Reviews pricing for reasonableness, submits quotations/proposals for customer review, and manages customer questions regarding the submitted quote/proposal.
- Coordinates with various functions of the company (e.g., quality, shipping and receiving, accounting, order entry, planning and shop personnel) on customer issues. Prioritizes requests and commits to reasonable production and/or provisioning lead time.
- Releases repairs to production when customer approval is received by submitting work order to scheduler and updating sales order with delivery date and repair costs. May have oversight of order entry activity and shipping for spares.
- Monitors delivery status and provides status reports to customers by gathering data, researching outstanding shipments, obtaining up-to-date shipping information, and following up with the customer.
- Ensures invoices have been processed and paid by monitoring the customers' account status and coordinating with Accounts Receivable. Supports the company's collection efforts.
- Investigates and resolves customer complaints or claims by collecting and analyzing documentation and prior history files. Resolves complaints regarding damaged, late, or incorrect shipments and may have authority to offer discounts up to a limited maximum dollar amount.
- Ensures the accuracy of sales order entry data and backlog information by monitoring customer accounts and preparing reports (i.e., backlog, shipped not invoiced, and contract hold).
- May review warranty claims, discuss product substitutions and alternatives based on customer requirements, and provide special pricing for non-standard warranty items and repairs.
- Contributes to continuous improvement activities and recommends cost reduction suggestions and/or ways to improve the quality of service.
- Develops knowledge of procurement practices FAA regulations, manufacturing processes, and customers.
Job Requirements:
- Must have excellent Excel skills
- One to two years of related college level courses, certificate completion or related job training in contracts or business administration that has provided both theoretical and practical knowledge in the field.
- Demonstrated ability to perform the essential functions of the job typically acquired through four or more years of related experience in administrative, marketing/customer service, or product support areas.
- Knowledge and understanding of customer service administration policies and practices, and FAA regulations including government procurement if applicable.
- General understanding, and ability to apply, continuous improvement methods.
Ability to work on assignments that are moderately complex where judgement is required in evaluating information, resolving problems, and making recommendations. Ability to work with only general work direction with no instructions usually given for routine work and general instructions given for new work or special assignments.
- Ability to define problems, collect data, establish facts, and draw valid conclusions.
- Ability to calculate amounts such as discounts, proportions, and percentages.
- Ability to communicate effectively to present ideas, facts, technical information, and to respond to inquiries and complaints from customers or regulatory agencies.
- Ability to use standard business software applications and specialized spreadsheet and database systems (e.g., manufacturing resource planning (MRP), financial and accounting data). Ability to effectively demonstrate team member competencies and participate in goal setting, performance feedback, and self-development activities.
** Johnson Service Group (JSG) is an Equal Opportunity Employer. JSG provides equal employment opportunities to all applicants and employees without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, disability, marital status, protected veteran status, or any other characteristic protected by law.
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