Customer Service Coordinator
- Employer
- Rice Lake Weighing Systems
- Location
- Rice Lake
- Salary
- Competitive
View more
- Industry
- General
- Role
- Customer Service
- Job Type
- Long-Term
- Hours
- Full Time
BASIC FUNCTION
Responsible for all types of customer service support for national accounts. Works closely with the dealer and national service client to ensure complete service, appropriate charges, and accurate billings and payments. Courteously and professionally represents Rice Lake Weighing Systems while working to achieve both customer satisfaction and effective utilization of company resources in direct support of the Company's customer service and financial goals. Position has a flexible work week, scheduled between the hours of 6:30am to 6:30pm on weekdays.
ESSENTIAL JOB FUNCTIONS/MAJOR TASKS
Monitors daily service dispatch orders submitted by national service clients, ensuring that dealers schedule and complete service orders in a timely manner.
Accurately enters service parts orders, RMAs, and product lead-time quotes.
Works with Scheduling, Returns, Manufacturing, Engineering, Purchasing, and Shipping to ensure product and parts availability and achieve the most timely, accurate, and cost effective delivery of service parts to meet dealer service schedules and national service client requirements.
Processes completed service tickets daily, making sure that client invoices and dealer payments are correct.
Negotiates dealer payments and customer billing when service quality and/or timeliness does not meet expectations.
Works closely with RSDs to ensure proper selection of dealers to meet clients' service needs.
Provides outstanding customer service to national service clients and dealers by phone and email.
Provides technical advice and troubleshooting assistance to field technicians, and refers technical calls to Customer Service Phone Techs as needed.
Troubleshoots end user problems and makes decisions on dispatching a dealer or attempting to resolve with internal resources.
Possesses the desire and ability to communicate with and cross train internal back up and support personnel.
Uses Lean Manufacturing approaches in all aspects of the job.
OTHER JOB FUNCTIONS
Other functions and duties as assigned.
Some travel to customer locations.
PHYSICAL DEMANDS and WORKING CONDITIONS
See Physical Demands Analysis.
QUALIFICATIONS/PREREQUISITES
Associate Degree in Business or a related field.
Two (2) or more years customer service, electronic production, or inside sales experience.
Mechanical aptitude, mechanical or electronics experience highly desirable.
Skills
Basic knowledge of materials, material control systems, processes, and machine shop operations.
Strong written and verbal communication skills.
Detail oriented.
Strong follow-up skills.
Strong problem solving skills.
Good organizational skills
Able to multi-task.
Good personal computer skills including Windows, Excel, Word, and Outlook.
Good mathematical skills.
Strong interpersonal skills.
Certificates, licenses, training, or other job-related recommendations
None.
RLWS is a successful, energetic, customer-driven organization that offers competitive wages, great working conditions, medical, dental, vision, flexible spending, disability, life, vacation, sick time, holidays, profit sharing, 401k, and wellness benefit programs. This position requires on-site presence at our Corporate Headquarters in Rice Lake, Wisconsin; telecommuting is not available.
If you need assistance with your application, please contact Rice Lake Weighing Systems at
Rice Lake Weighing Systems is an Equal Opportunity Employer of Minorities, Females, Protected Veterans, and Individuals with Disabilities. Rice Lake Weighing Systems is a Substance-Free Workplace and requires pre-employment drug screens.
PI
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