Customer Service Coordinator

TOMRA Food designs and manufactures sensor-based sorting machines and integrated post-harvest solutions transforming global food production to maximize food safety and minimize food loss, by making sure Every Resource Counts. Today, TOMRA is leading the resource revolution to transform how the planet’s resources are obtained, used and reused to enable a world without waste. The company’s other business divisions comprise TOMRA Recycling, TOMRA Mining and TOMRA Collection.

TOMRA has approximately 100,000 installations in over 80 markets worldwide and had total revenues of ~10.9 billion NOK in 2021. The Group employs ~4,600 globally and is publicly listed on the Oslo Stock Exchange. The company headquarters are in Asker, Norway.

TOMRA Food operates centers of excellence, regional offices and manufacturing locations within the United States, Europe, South America, Asia, Africa and Australasia.

Follow TOMRA Food on Facebook @TOMRA.Food, Twitter @TOMRAFood, Instagram @TOMRAFood and on LinkedIn at TOMRA Food.

For further information about TOMRA, visit www.tomra.com.

The Customer Service Coordinator (CSC) is the primary interface for customers for day-to-day service interactions with a core focus on scheduling and administration. They are outgoing, positive, and energetic, forming strong relationships with our customers and ensuring a frictionless customer experience. The CSC takes responsibility for ensuring that the business delivers on customer needs with appropriate follow up and support.

Primary Job Functions:

• Manage and take ownership of customer needs using CRM case-based approach.
• Ensures Dispatch Console is always updated regarding the scheduling you are involved in and aware of.
• Identifies the needs of customers and develops plans for service.
• Coordinates response times and identifies FSRs for service response and installation support.
• Informs customers, FSRs, and partners of plans and preparation requirements.
• Plans for adequate resources on machine installations.
• Plans and schedules resources for installation, service, and training.
• Effectively coordinates the schedules of FSRs.
• Delegates assignments to FSRs by their location, availability, and type of service required.
• Records FSRs’ scheduled work in dispatch console.
• Coordinates and schedules service engineers around scheduled time off.
• Communicates with customers regarding advance work (pre-checklist) completed on machine(s).
• Performs regular follow-up reviews with customers.
• Work Order and Case Management for all assigned accounts.
• Ensures follow-up occurs as noted on service report.
• Liaises with warehouse personnel on deliveries and returns.
• Keeps management informed of area activities and of any significant problems.
• Attends and participates in meetings as required.
• Ensures that work area is clean, secure, and well maintained.
• Contract entry and management.
• Assumes responsibility for related duties and special projects as required or assigned.

Experience:

• Two years of previous service coordination experience required, preferably in seasonal production type industry.
• Good working knowledge of Microsoft Office applications, including Word, Excel, and Outlook.
• Familiarity with geographical locations, customer service practices.
• Experience with CRM systems.

Education:

• An Associate's degree (preferred) in applicable technical area or equivalent training and experience.

Skills/Abilities:

• Excellent communication skills and the ability to deal effectively with customers in the English language are necessary.
• Superior customer service skills.
• Excellent problem solving and planning skills.
• Ability to motivate others and to assign/delegate tasks.
• Attentive to details and well organized.
• Ability to handle multiple concurrent issues.
• Versatility and ability to prioritize work independently and meet deadlines.
• Ability to ensure fair and equal treatment of all FSRs.
• Able to use computer applications, calculator, and telephone.
• Positive attitude in a team environment.
• A strong sense of urgency and a desire to succeed.
• Excellent communication skills, both written and verbal.
• Spanish and other languages are a plus.

Physical Requirements

• Ability to work respectfully in an open plan office environment.
• Ability to sit for long periods of time.
• Ability to lift 5 – 10 lbs.
• Ability to bend and kneel as required.

Driving:

• Ability to drive without restrictions.

All your information will be kept confidential according to EEO guidelines.