Compac is a world leading sorting solutions organization providing integrated post-harvest solutions and services to the global fresh produce industry. Our mission is to enable our customers to improve returns, gain operational efficiencies, and ensure a safe food supply via the application of smart, usable technologies.
The Service Coordinator position requires the ability to develop and maintain positive customer relations and coordinate with various functions within the company to ensure customer requests are handled appropriately and in a timely manner. The Service Coordinator is expected to be team-oriented and possess strong telephone, computer and problem-solving skills. Responsibilities include handling all customer service and parts requests that are received through both telephone and email.
The successful candidate for this position will be passionate and motivated and able to continually apply a customer-focused approach and appropriate follow-up. In addition, excellent time management and communication skills are critical in order to collaborate with both our internal and external customers.
- Associate’s degree strongly preferred, equivalent experience will be considered
- 1 to 3 years’ experience of customer care center experience is preferred
- Unmatchable attention to detail
- Stellar skills in relationship management
- Versatility and ability to prioritize work independently and meet deadlines
- Skilled in all areas of customer service: phone management, order management, and understanding customer expectations and satisfaction
- Excellent customer service skills with the ability to quickly identify and effectively respond to internal and external customer needs
- A strong sense of urgency and a desire to succeed
- Excellent communication skills, both written and verbal
- Well-developed organizational skills and the ability to successfully manage multiple issues and demands
- Experience in using Microsoft Office Suite package
- Experience in ServiceMax and/or Salesforce preferred
- Strong team player willing to do other functions as needed
- Complete administrative tasks in an accurate and timely manner
- Comply with safe working practices in accordance with Health and Safety Policy and Procedures
- Observe and comply with policies procedures and quality management systems
- Positively and actively support effective communication, encourage and provide constructive feedback
- Support the overall organizational vision, values and culture
- Assist others with the selection of approaches, methods and/or services as required
- Create cases and work orders for all Field Service Representative (FSR) work.
- Initiate follow-up calls to FSRs for any work order discrepancies.
- Dispatch FSRs for planned and unplanned maintenance such as assessments, start-ups, training, installation, maintenance and repair services.
- Optimize scheduling of FSRs through utilization of the service enterprise tools.
- Communicate across multiple levels of the organization to coordinate proper resources as required to include project management, parts, service operations, and sales.
- Attend Customer Care Center training as required.
- Process and submit estimates to customers for all service as required.
- Properly forecast and schedule correct number of hours and/or days for FSRs.
- Manage scheduling and labor of all vendors and subcontractors.
- Ensure scheduling FSRs within guidelines of our Fatigue Policy.
- Maintain up to date queues within service enterprise tools to allow for up to the moment status on where all field team is located, field team capacity and availability as well as proper backlogs levels.
- Triage incoming inquiries from customers regarding logistics.
- Manage all parts orders within assigned region.
- Process and submit estimates to customers for all part orders.
- Track customer parts orders from initial request to delivery and/or installation.
- Work with North America region on logistics related to ship dates, tracking information, and updating customer as needed.
- Follow-up with the Logistics team daily on status of open parts orders.
- Actively monitor backlog of regional parts orders to ensure timely delivery to customer.
- Provide weekly report of assigned KPI /SLA metrics.
- Work with other departments within Compac to facilitate on-time delivery and customer satisfaction.
- Manage the hours worked versus the contract hours for all contract customers within the region.
- Daily review of open work orders on regional dashboard.
- Attendance and participation in regular review meetings with sales and operations teams.
- Attend site visits with FSRs as required.
- Book business travel arrangements for FSRs and other Compac employees as required.
- Follow-up on contracts that are expiring within 90 days of renewal.
- Conduct recurring courtesy calls to customers.
- Manage customer badging requests.
- Identify and communicate possible changes to process and procedures to ensure best practices.
