Equipment Customer Support Coordinator

GENERAL PURPOSE OF JOB:

The Equipment Customer Support Coordinator is responsible for the administrative support of spare parts and dimer order entry and serves as both a resource and back-up to Equipment Customer Service. Responsibilities of this position include electronic data entry of customer spare parts and dimer orders, responding to customer requests, preparing and delivering quotes, providing timely communication to the customer and site management, and general administrative support.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:

• Primary customer contact for spare part and dimer order status, pricing, shipping, quality, complaints, surveys, and etc.
• Proactively manages issues and updates customers and management to provide winning outcomes for the customer and SCS.
• Identifies and communicates key account issues and new opportunities to the Equipment Product Manager and Territory Sales Manager.
• Performs various administrative functions required to process and expedite sales orders, including entering both external and inter-company spare parts and dimer orders within Company ERP system, completing PO review, providing customer status updates, and coordinating returns and
• Prepares quotes for external and inter-company spare parts and
• Follows SCS procedures for processing credit card orders.
• Promptly answers customer correspondence and requests via phone and / or e-mail.
• Prepares routine professional correspondence with customers via e-mail and letters as
• Responsible for daily / monthly / yearly filing of applicable equipment and dimer
• Highlights any noticeable changes to spare parts costs in the system and communicates these to Customer Service Representative and Equipment Product Manager for new pricing
• Responsible for preparing & tracking activity / product metrics that may include charts, graphs and / or spreadsheets for monthly

ADDITIONAL FUNCTIONS AND RESPONSIBILITIES:

• Maintains and accurately reports performance metrics and customer interactions in CRM and other SCS business software systems.
• Ability to champion customer needs and respond to challenging customers and situations promptly and professionally.
• Serves as back-up to Equipment Customer Service Representative in entering SCS equipment orders for both external and inter-company customers and responding / supporting customer
• Adheres to plant and corporate safety, conduct and employment policies.
• Maintains a neat and orderly work area.
• May assist in other areas or perform other duties as business needs fluctuate.

EDUCATION, CERTIFICATES, LICENSES, REGISTRATIONS AND/OR EXPERIENCE:

High school diploma or general education degree (GED) required; Associates Degree preferred. 1 - 3 years of high-volume data entry and customer support experience required. Strong demonstrated expertise with Windows applications (Word, Excel) required; familiarity with ERP Systems preferred.

BASIC SKILLS:

• Well-developed communication, organizational and interpersonal skills.
• Courteous, fast response with positive attitude.
• Detail-oriented individual with high level of accuracy and timeliness.
• Excellent time management skills, well-organized, with the ability to manage multiple projects and prioritize workload.
• Must be adaptable to working in fast-paced environment and adhere to
• Proficiency with Microsoft Excel, PowerPoint and Word software.
• Self-motivated and able to work with little or no direct supervision.
• Ability to read, write and follow written or verbal
• Ability to interact professionally with customers, vendors and all layers of the
• Must work exceptionally well in a team environment to best support customer
• Must possess strong customer service
• Excellent typing and numeric key entry
• Ability to work periodic overtime as needed