Job description
Service Coordinator - Forberg Smith
Grand Rapids, Michigan
About The Kendall Group
The Kendall Group seeks a talented, creative, self-motivated individual for our Service Coordinator position for Forberg Smith, a division of The Kendall Group. The Kendall Group is comprised of seven divisions with 75+ locations in eleven states. Combined, we serve the Electrical, Automation, Pipe, Valve, and Fittings products, Steam, Lighting, Industrial Controls, and Instrumentation Industries. The Kendall Group is a 100% employee-owned company. Kendall offers a great opportunity for a rewarding career.
Why The Kendall Group?
Our employee ownership model is the core of who we are. You will not only own part of the company, but you will own your future. At Kendall, you’ll have opportunities to learn and grow while being coached and mentored along the way. We’re that company where people stay! We’re proud to say that more than 60% of our associates have more than 5 years of tenure, and more than 40% have greater than 10 years. At Kendall, you will be valued and supported, your ideas will be heard, your voice will matter, and you’ll work alongside incredible people who care about your success.
Role Summary
:
Reporting to the Operations and Customer Service Manager, the Service Coordinator is a key member of the Forberg Smith sales and service team. The person in this role maintains positive relationships with customers by providing excellent customer service. They are responsible for maintaining the service calendar, scheduling service technicians on-site at customer facilities, accurately processing customer orders and invoices, and following up with customers to ensure satisfaction.
Exciting work you will do:
The essential duties and responsibilities of the Service Coordinator position will consist of, but are not limited to, the following:
- Maintain and grow customer sales and gross profits to meet Company growth objectives
- Enter orders into Eclipse and Salesforce business systems and document all transactions in accordance with Company quality system and procedures
- Reach out to customers to follow-up on quotes and provide the feedback to our outside sales representatives
- Use Company and vendor resources to provide excellent customer service
- Initiate workable solutions for customer issues/problems and ensure effective and long-term problem resolution
- Set technician work schedules based on availability and capability
- Quote service work to customers
- Order necessary tools and materials
- Ensure that all necessary pre-work is performed, and tools acquired for every service job
- Regularly communicate with technicians about upcoming work and outstanding issues
- Follow up with customers after each service job to ensure satisfaction or address issues
- Invoice suppliers and customers for work performed
- Maintain quality service by adhering to Kendall Group policies, procedures, and standards
- Perform other duties as assigned
Competencies you possess:
- Service Excellence
- Results, Action Oriented
- Accountability and Responsibility
- Understanding Others, Listening
- Problem Solving
- Teamwork and collaboration
- Priority Setting
What you'll need:
- Work Experience: 1 year of customer service experience
- Education: Associate degree, Technical degree or Bachelor’s degree
- Analytics/Computer Skills: Experience working with MS Office
- Organization Skills: Highly organized and detail-oriented; ability to multi-task and shift priorities as needed; ability to work in fast-paced, continuously evolving environment
- Cross-functional skills: Ability to work well cross-functionally; provides excellent internal and external customer service
- Communication Skills: Strong interpersonal communications, problem solving, organizational and written/verbal communication skills, including telephone aptitude and the ability to interface with customers, suppliers, and service technicians
- Physical, Mental and Visual Skills: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disability to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit, talk and hear.
- Physical Environment: Normal office environment
Qualifications we prefer but don't require:
Work Experience: Previous service coordinator or scheduling role, preferably with a related product line, or with end users in an industrial or technical environment; an understanding of level, pressure, flow and temperature devices. Experience interfacing or supporting service technicians.
- Analytics/Computer Skills: Salesforce and Epicor / Solar Eclipse
The Kendall Group is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, gender, gender identity, sexual orientation, age, physical or mental disability, citizenship, military status, protected veteran status, genetic information, or any other characteristic protected under applicable federal, state or local law.
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