Trim Service Coordinator

Overview

The Trim Service Coordinator will be responsible for providing outstanding customer service by listening to the customer, addressing their needs, providing information, scheduling a time to resolve their issue, and following up to make sure customers were satisfied. The following description details the duties. These duties include but are not limited to the following functions.

Responsibilities

Door Specific:

• Service issues received via Service email account, calls & texts from SUPERs, Field Managers and Warranty Depts.
• Service Coordinator gets PO from buyer if reason for call was ABS’s fault, get PO from Builder (VPO) if it was their responsibility.
• Service issues get entered into BisTrack under 3 categories: Service, Warranty, and Homeowner Service.
• Orders entered into BisTrack requiring product to be ordered go under status of Waiting for Stock with a sub-status of picking.
• Orders entered into BisTrack using stock products go under Picking with a sub-status of unconfirmed. If it is a homeowner, the Sale Type would be Will Call.
• Service Coordinators communicate with Builders, SUPERs, and Homeowners to establish service dates.
• The dates are updated in BisTrack. If an appointment is scheduled, the order moves to Picking with a Sub-status of Confirmed. For a homeowner appointment it would be the same except the Sale Type changes from Will Call to Delivered.
• If the service can’t be scheduled, depending on reason, a new date is set in the future, order stays in Picking with Sub-status unconfirmed. For Homeowner stays as Picking, unconfirmed with Sale Type Will Call.
• On that date that was moved, for follow up, the Service Coordinator reaches out to the customer to establish service date, if accepted, order moves to Picking confirmed or for homeowner order moves to Picking confirmed with Sales Type Delivered.
• If service still can’t be scheduled, depending on reason, another new date is set in the future. Orders stay in original status.
• Communication to the homeowner allows for 3 follow ups before the SUPER or Builder are notified (this responsibility stays with SUPER / Builder).
• If 3 times unsuccessful then ticket is closed. ABS is done. A new ticket can be opened if needed by customer reaching back out to ABS.
• Using BisTrack, the Service Dept schedules next day for Service tech’s reference utilization spreadsheet (Service status excel spreadsheet). Spreadsheet allows for a productive day, so the Service Techs are not over-scheduled.
• Once the service tech’s schedule is complete for the next day, import to excel spreadsheet and send to Service techs via email, send a copy to Warehouse, and Post on wall for visual display.
• The orders for next day service are now marked Pick Started in Order Monitor.
• Picking tickets come back initialed complete from the Warehouse. The Service Coordinator then marks the order Fully Picked.
• When the Service Orders are checked and verified, the Service Coordinator marks the order Pick Checked, this puts the order in a status of Delivery with no sub Status.
• Service is completed. Service Coordinator receives proof job was completed from Service Tech. This includes signed Service ticket and/or Screen Install Checklist. These documents can be scanned to the order via ScanTrack or added via copy and paste as an attachment in BisTrack.
• If issue not resolved, Service Coordinator to get note on cover sheet and picture of sheet electronically from Service Tech.
• Ticket will be re-scheduled, or a new ticket will be created and follow the same workflow.
• Close ticket after notifying Service Manager of issue. Open new ticket with new task and reschedule appt.
• If resolved, Service Dept. marks the order as Delivered which moves the status of the order to Invoicing.
• Service Team notifies Admin Billing person service has been completed so order is Invoiced.

General:

• Answering customer calls polite and professionally.
• Listening to the customer with empathy.
• Documenting the customers issue and reviewing what was documented is correct.
• Negotiating with customers to meet their time constraints.
• Scheduling service calls based on job size, difficulty, and mileage.
• Upon completion and verification, closing out service calls in the system.
• Filing service paperwork within electronic file (BisTrack Sales Order) upon completion of job.
• Performs other duties and responsibilities as required or requested.

Qualifications

• 1-2 years Customer Service experience preferred.
• Some knowledge of door/millwork construction supplies.
• Ability to think fast under pressure to resolve issues.
• Ability to manage time to get the job done within the time allotted.
• Excellent written and oral communication skills.
• Good math skills are a plus.
• Well versed in Microsoft products.
• Team player.
• Concern for order, quality, and accuracy, paying attention to details to prevent mistakes.

Working conditions

• Job requires some extended hours, as needed, to accomplish job requirements.
• Job requires working in manufacturing/warehouse environment which includes high temperatures and humidity.
• Job requires working in and around machinery/powered equipment and associated safety risks.
• Job requires interaction with customers to resolve issues.
• Job requires interaction with all levels within the location and all their direct reports (as needed).

Physical requirements

• Job requires occasionally lifting and lots of Sitting within an office environment.

Direct reports – might not have these in our smaller facilities

• N/A

American Builders Supply is an equal opportunity employer and considers all candidates for employment regardless of race, color, sex, age, national origin, creed, disability, marital status, sexual orientation, or political affiliation.