Aftermarket Service Coordinator

$58,240 - $72,800/Yr

Edson Packaging Machinery Ltd. - Corona, CA

Full-time - Entry Level

Hybrid - Corona, CA

About the position

The Aftermarket Service Coordinator at ProMach plays a crucial role in ensuring exceptional customer service and satisfaction by managing customer inquiries, service orders, and field service activities. This position requires strong organizational skills, effective communication, and problem-solving abilities to maintain positive client relations and support the Aftermarket Group's operations.

Responsibilities

• Serve as focal point for customer inquiries regarding service quotes, service order processing, service invoicing, and oversee field service activity.
• Keep accurate tracking of planned field service activity within the field service calendar as well as in Salesforce.
• Effectively manage service technicians' scheduling and calendars, balancing customer needs with cost-efficient job assignments.
• Manage and maintain field service reports created by technicians and execute the billing and invoicing service process promptly.
• Collaborate with AM parts sales team members, Operations, and shipping departments to coordinate parts requirements for service jobs.
• Handle customer service requests through phone and Salesforce submissions.
• Provide timely and professional customer service, establishing a positive rapport with every customer.
• Answer incoming customer calls regarding billing issues, product problems, service questions, and general client concerns.
• Efficiently process customer quotations and follow up on open quotes to secure orders.
• Process customer orders and regularly advise customers of service order status and updates regarding the service technician assigned to the job.
• Provide post-sales follow-up to customers regarding delays or other concerns.
• Update information timely and accurately in CRM and ERP tools.
• Impact the company's bottom line by problem-solving and turning frustrated clients into repeat customers.
• Perform other aftermarket responsibilities as requested by management.

Requirements

• Bachelor's degree preferred or High-School diploma with equivalent experience.
• Three years of industrial machinery parts sales experience in a manufacturing environment or aftermarket sales & service preferred.
• Excellent customer relationship building skills with strong interpersonal skills.
• Excellent verbal and written communication skills.
• Experience with Salesforce and Syteline or other CRM/ERP systems beneficial.
• Analytical and problem-solving ability.
• Resourcefulness and strong ability to solve problems.
• Ability to act with the highest degree of professionalism and etiquette.
• Demonstrated problem-solving attitude.
• Able to work effectively to meet deadlines and multi-tasking abilities.
• Strong Windows-based knowledge - Microsoft products (Word, Excel, PowerPoint), & overall strong computer skills.
• Strong planning & organization skills, well organized, prepared, and detail-oriented.

Nice-to-haves

• Experience in a fast-paced environment.
• Knowledge of the packaging industry.

Benefits

• Comprehensive medical/dental/vision programs.
• Life insurance and disability insurance.
• Paid time off programs.
• Retirement savings plan with company match.
• Wellness program.
• No waiting period for benefits - eligible on the first day of employment.