Customer Service Coordinator

Job Type Full-timeDescriptionGustavo Preston Company, founded in 1881, has been providing engineered fluid handling equipment solutions to Boston and the greater New England area for over 140 years. As one of the nation's oldest commercial pump repair and sales agencies we continue to grow, develop, and expand our facilities. This allows us to provide high quality, technically engineered equipment that is supported by our outstanding technical sales and premium service and support.The Position: Customer Service CoordinatorThe Customer Service Coordinator communicates with our customers and the internal service department in order to get information needed to resolve customer needs and issues. The individual is responsible for fielding emergency calls and discussing scheduling options with customers in order to effectively provide solutions. The Service Coordinator work with the Service team lead to assist with scheduling service calls and communicate with our service technicians.This role is in the Chelmsford office full-time, hours are 7:30am-4:00pm.RequirementsEssential Duties and Responsibilities:Receive incoming service calls/emergency calls from our customers and potential customers. Review and research customer site issues and customer equipment issues in order to proactively provide solutions through scheduling technicians.Evaluate and disseminate information from and to the customers and company personnel in order to communicate what the customer needs are so that effective service can be provided. Handle customer issues pertaining to equipment and work with Service team lead in deploying field solutions. Monitor and respond to Emails in the Service email In Box.Initiate on boarding new customer set up process. Review Scheduling Software for availability and assist in job planning.Work with Service Team Lead with assessing time constraints and technician ability in order to optimize job completion.Review customer special instructions to ensure requirements are met. Call customers to confirm GPC coming on-site. Calls should be made in advance conforming to customer's request. Note within Navision (the company's enterprise resource planning tool) all customer interactions, job status, tech notes, customer calls, etc. Reviews all Service Orders once completed in order to be reconciled and/or further action is needed. Follow up on service jobs to ensure a high level of customer satisfaction. Provided back up to other roles as needed. Education and Experience: High School degree or equivalent. 3 - 5 years of office experience required. 2 - 3 years of customer service experience. Specific Qualifications: Ability to work under pressure and maintain calm and collected. Ability to multitask and manage deadlines. Highly detail-oriented and organized. Proven verbal and written English communication skills. Strong working knowledge of Word, Excel and Outlook required. Familiarity with Navision system desirable. Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit, stand and walk; frequently required to use hands to handle or touch; and frequently required to talk and hear. Working at GPC: Our work environment is close knit, friendly, and focused on both the professional and family values of our employees and business.We provide our employees with a highly supportive environment where everyone has the opportunity to use their unique skills and abilities to be successful in their career and as part of our team. As a result, we become indispensable to our customers by providing industry expertise, quality products, and exceptional service.We will do whatever it takes!

Created: 2024-12-28