Aftermarket Service Coordinator

$58,240 - $72,800/Yr

Pacific Packaging Machinery Co - Corona, CA

Full-time - Entry Level

Hybrid - Corona, CA

Machinery Manufacturing

About the position

The Aftermarket Service Coordinator at Pacific Packaging Machinery is responsible for managing customer inquiries, orders, and concerns related to field service. This role focuses on establishing and maintaining strong client relationships, ensuring customer satisfaction through effective communication and problem-solving. The coordinator will assist in scheduling and staffing for field service operations, manage service reports, and collaborate with various teams to ensure seamless service delivery.

Responsibilities

• Serve as the focal point for customer inquiries regarding service quotes, order processing, and invoicing.
• Keep accurate tracking of planned field service activity within the field service calendar and Salesforce.
• Effectively manage service technicians' scheduling and calendars to meet customer needs.
• Manage and maintain field service reports created by technicians and execute the billing and invoicing process promptly.
• Collaborate with AM parts sales team, Operations, and shipping departments to coordinate parts requirements for service jobs.
• Handle customer service requests through phone and email submissions in Salesforce.
• Provide timely and professional customer service, establishing a positive rapport with customers.
• Develop customer confidence through outstanding support and relationship building.
• Answer incoming customer calls regarding billing issues, product problems, and service questions.
• Efficiently process customer quotations and follow up on open quotes to secure orders.
• Regularly advise customers of service order status and provide updates on service technicians assigned to jobs.
• Provide post-sales follow-up to customers regarding delays or concerns.
• Update information 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.
• Strong Windows-based knowledge, including Microsoft products (Word, Excel, PowerPoint).
• Strong planning and organization skills.

Nice-to-haves

• Experience in a fast-paced environment.
• Ability to work effectively under pressure and meet deadlines.
• Strong multi-tasking abilities.

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.