Job Title: Customer Service Coordinator
Location: Remote or Maple Grove Office
FLSA Status: Non-exempt
Pay Range: $20 - $23
Report to/department: Director of Customer Experience
Company Description
Timesavers was founded in 1946 to provide finishing solutions for various materials. Today, we have grown into a trusted industrial metal finishing company with some of the most advanced finishing equipment in the industry. Timesavers is an innovator in finishing and sanding technologies for various materials, including metal, wood and plastics. We help our clients overcome their material's unique challenges to meet specific requirements. We have strong partnerships with customers to exceed their needs, which allows us to remain at the forefront of our industry. We also are committed to our employees by offering competitive pay and benefits. We are dedicated to have a safe and diverse work environment encouraging teamwork and an expression of ideas to improve our work processes. Our dedicated employees are the cornerstone in Timesavers maintaining our top industry standing and they help lead us into the future.
Job Summary
The service coordinator supports the customer experience team, primarily focusing on providing support and guidance for the field service team responsible for on-site routine service and installation of both legacy and new machine tools. This role encompasses administrative functions for field service technicians through Salesforce Field Service Lightning. The service coordinator manages all activities related to field service job processing, from scheduling to close-out, enhancing customer experience, metrics management, and overall customer service collaboration through innovation and the use of Salesforce Service Cloud and Field Service Lightning.
Duties and Responsibilities
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Responsible for Field Service Job Creation, Scheduling and Distribution of Assigned Service Jobs.
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Responsible for Reviewing and Reporting all Project Milestones.
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Responsible for Job Expense Processing and Service Billing.
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Responsible for Distribution of Information from Field Service Jobs Submissions.
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Responsible for Follow Up Activities and Data Collection for Customer Satisfaction.
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Assists with Key Sales Reporting and Report Management.
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Assists with Work Order Management and Planning Functions.
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Assists with Customer Communication of Upcoming Jobs.
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Continuously identify opportunities to streamline service processes and improve operational efficiency, working collaboratively with cross-functional teams to implement solutions.
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Utilize Salesforce Service Cloud and Field Service Lightning to enhance job processing and customer service.
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Proactively address and resolve any issues or challenges that arise during service delivery, ensuring prompt resolution and customer satisfaction.
Qualifications
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High school diploma or GED
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Prefer Associates or Higher in Sales, Business, or Accounting
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Prefer Previous Exposure to the Manufacturing Environment
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Prefer 2-3 years Salesforce expertise and use of ERP systems
Physical Requirements
This position requires the ability to occasionally lift products and supplies, up to 20 pounds. This position involves sitting for extended periods of time while working at a computer terminal. Positions in this job family typically work in an office setting. This role routinely uses standard office equipment such as computers, phones, tablets, printer/photocopiers.
Position Type/Expected Hours of Work: This is a full-time position Monday-Friday, 8-hour workday within normal business hours of operation (6am-5pm). This can be a hybrid role and can be flexible to work from home after all required training is complete.
Travel: None
EEO Statement
InCompass LLC and its subsidiaries including Timesavers, LLC provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, creed, ancestry, sexual or affectional orientation, marital or veteran status, color, religion, sex, national origin, age, disability, genetics, status with regard to public assistance or any characteristic protected under federal, state or local law.