Internal Operations Coordinator

Position Overview

The Internal Operations Coordinator position is a fast-paced and self-motivated role responsible for overseeing the operations of crews and projects to ensure adherence to Ferguson Roofing standards and manufacturer specifications. This position requires a high level of organization, communication, and problem-solving skills to support residential production and service operations.

Key Responsibilities

• Work closely with the Internal Operations Manager for residential and commercial production and service to ensure clear and timely communication with customers, Ferguson team members, and Ferguson sub-contractors.
• Process jobs, including creating purchase orders and delivery of materials.
• Evaluate, assign, and dispatch work orders to appropriate team member or crew.
• Maintain a "whatever it takes" mindset (ownership value) towards team goals.
• Calculate, itemize, and conduct crew pay for sub-contractors.
• Coordinate and communicate upcoming project details with customers.
• Participate in meetings and training sessions as required.
• Communicate professionally with customers via email, phone, and text.
• Conduct follow-up (happy) calls post service to ensure 100% satisfaction.
• Resolve customer concerns as assigned by management.
• Close out job folders within one day and submit to A/R for the billing process.
• Work proactively and independently to identify and solve problems.
• Other duties as assigned by the Operations Manager to support business needs.
• Follow-up on unsold estimates to generate additional revenue opportunities.

Qualifications

• Minimum of 3 years of experience in operations or a customer-facing role, preferably in the residential service industry.
• Excellent communication and interpersonal skills, with the ability to build and maintain relationships with internal teams, installation crews, and vendors.
• Hands-on approach with a proactive mindset and willingness to assist team members as needed to ensure success.
• Strong negotiation skills and experience in vendor discussions.
• Strong problem-solving skills with the ability to effectively resolve customer concerns and conflicts requiring management involvement.
• Ability to work flexible hours, including evenings and some Saturdays, based on seasonal business needs.