Customer Service Coordinator - Lawrence, MA Job at Abel Womack, Inc.
Customer Service Coordinator - Dispatch
Lawrence, MA
Growing Team - Stable Industry
Since our inception in 1922, Abel Womack has grown to become a well-established material handling industry leader, with 3 offices in the Northeast and partners throughout the U.S. E-commerce is on the rise, and we are uniquely positioned to help companies meet customer demand by providing top-quality warehouse and material handling solutions. We stand out because we pair decades of experience with innovation and tailored technologies to drive positive results.
Abel Womack knows that great culture attracts great talent. We've built a team of dedicated professionals who work hard and work smart to provide excellent customer care while also taking care of our communities and each other.
Due to growth, we need to add to our Team! We are seeking career-minded, customer-focused individuals to join our customer response center. If you have excellent customer service skills, top-notch workflow processing ability, and want to work for a positive, established organization that values its amazing employees, then our Service Coordinator position might be the opportunity for you!
PRIMARY RESPONSIBILITY is consistent and professional processing of all customer requests for service, ensuring a high level of customer satisfaction is achieved.
The Service Coordinator will:
- Assume responsibility for tracking service requests from inception to completion. This includes obtaining purchase orders, gathering equipment breakdown details and any other information necessary for call processing
- Communicate daily with service technicians regarding equipment breakdown calls and scheduled maintenance
- Work closely with Abel Womack Lead Technicians to dispatch technicians to customer sites
- Maintain daily dispatch logs for service technicians
- Work directly with Original Equipment Manufacturers (OEM) on submission of warranty claims and processing of invoices
- Track and renew Service Contracts
- Accurately enter and submit daily time records for each technician
- Provide administrative, informational and customer service coordination support to external customers, service technicians, service staff, service management, and sales team.
- Resolve common customer issues, principally through phone conversations with the customer
- Conduct customer follow-up calls weekly to ensure consistent customer satisfaction
- Perform other duties as assigned.
As a front-line representative of Abel Womack to our customers, maintaining a professional, positive relationship with customers will be essential to your success as a Service Coordinator.
REQUIREMENTS Abel Womack will provide training to well-qualified applicants who demonstrate:
- Solid organizational, interpersonal and communication skills (telephone, email and in-person)
- Ability to handle internal and external calls with precision and high level of customer service
- Ability to prioritize, multitask and independently manage internal and external workload
- Ability to view and analyze location/availability of multiple technicians simultaneously
- High level of computer proficiency (MS Office)
- Ability to perform data entry quickly and accurately
- Willingness to work as a team player
- Positive attitude and well-groomed professional appearance
- Must be able to successfully pass a pre-employment background check and drug/alcohol screening
- Ability to identify lift truck components and material handling equipment a plus
- Experience in similar position as dispatcher/customer service coordinator/admin assistant preferred
Benefits:
Abel Womack offers a competitive benefits package which includes Blue Cross/Blue Shield Medical and Dental, 401(k) and Profit Sharing plans, Vision benefits, Flexible Spending Accounts, life and disability insurance, and more. We also offer tuition reimbursement to help you continue to build your skills.
Our tagline is
discover
the difference, because of our unique capabilities and philosophy.
ABEL WOMACK.
is an Equal Opportunity Employer
NO RELOCATION PROVIDED FOR THIS POSITION
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