Customer services coordinator

Full job description

Recruiter: Kevyn Cole

Phone:

Email:

6 month contract & longer

$25-$28/hr.

Job ID 180054

Location Devens, MA

Job Summary

Maintains customer satisfaction by providing product, service and account information and monitoring performance for product warranty, maintenance agreements, and/or purchase orders. Typically, responsible for groups of accounts that are moderately complex or where account relationships are well‐established.

Roles and Responsibilities:

1. Administers customer accounts by reviewing service and/or spare product requirements to existing terms and conditions of purchase orders or maintenance agreements.

2. 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.

3. Prepares and submits correspondence in response to customer requests. Maintains an appropriate level of confidentiality with regard to customer and company matters.

4. 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 handles

customer questions regarding the submitted quote/proposal.

5. Coordinates with various functions of the company (e.g. quality, shipping/receiving, accounting, order entry, planning and shop personnel) on customer issues. Prioritizes requests and commits to reasonable production and/or provisioning lead‐time.

6. 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. Develops action plans to address past due items. May have oversight of order entry activity and shipping for spares.

7. 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.

8. Ensures invoices have been processed and paid by monitoring the customers' account status and coordinating with Accounts Receivable. Supports the company's collection efforts.

9. 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.

10. 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).

11. May review warranty claims, discuss product substitutions and alternatives based on customer requirements, and provide special pricing for non‐standard warranty items and repairs.

12. Contributes to continuous improvement activities and recommends cost reduction suggestions and/or ways to improve the quality of service.

13. Develops knowledge of procurement practices and FAA regulations, Parker products and manufacturing processes, and customers.

14. Supports the team by accomplishing related results as needed. Work assignments may include cross‐functional or project team assignments..

Qualifications and Education Requirements:

• 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, Skills and Abilities

• Knowledge and understanding of customer service administration policies and practices, and FAA regulations including government procurement if applicable. General knowledge of products and manufacturing, inspection and repair processes. 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 and some 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.

Must have a valid driver’s license and current state required minimum vehicle insurance coverage to drive onto Client and Company property.

Pay Range:

The pay range for this position is $25.00- $28.00 per year; however, the pay offered may vary depending on job-related knowledge, skills, and experience. This pay information is being provided pursuant to applicable law and is based in part on market location.

Benefits:

The benefits available with this position include:

§ Ongoing Training (RSO, Systems, Software Programs, OSHA Safety, JJ Keller, etc.)

§ Continuous Employment Development and Learning

§ Ongoing Advocacy, internal assets with HSE, Legal and HR teams and experts to aid in Employee Career Path and Advancement

§ 401K

§ Aetna & Kaiser Group Medical Coverage

§ Dental Insurance Coverage

§ Vision Insurance Coverage

§ Basic Life Insurance & AD&D

§ Long Term Disability

§ Voluntary Short-Term Disability

§ Access to Health Joy

§ GAP Medical Coverage

§ Direct Deposit

§ Health Savings and Flexible Spending Accounts

Cenergy is a dynamic, diverse, woman-owned company that has provided stellar support to our clients globally for over 25 years! We hire extraordinary people, and each of our team members are encouraged to embody our core values to drive innovation and own it with integrity and trust while adding to our positive and forward-thinking atmosphere

Job Types: Full-time, Contract

Pay: $25.00 - $28.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 5 years

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person
• Office

Education:

• High school or equivalent (Required)

Experience:

• Customer Service Coordinator: 5 years (Required)
• MS Excel: 5 years (Required)
• V-lookup: 5 years (Required)
• Pivot tables: 5 years (Required)

Ability to Commute:

• Devens, MA (Required)

Work Location: In person