Service Coordinator

Location: Vancouver, WA

Department: Customer Service - Concrete Products Division

Type: Full Time

Min. Experience: Mid Level

Over the past 80 years Columbia Machine, Inc. has become one of the world’s leading manufacturers of concrete products equipment and palletizing solutions, serving customers in over 100 countries. Located just across the river in Vancouver, WA right off of I-5 and just 10 minutes from downtown Portland, Columbia Machine is one of Vancouver’s largest employers. A family owned business since 1937, Columbia Machine offers a competitive benefits package including medical, dental and vision. If you are looking for a company that values its employees then log on to http://www.columbiamachine.com/ for more information.

Summary: Provides customer service support by assisting with service administrative processes and procedures. Scheduling outside service per communication with customers and field service technicians. Data entry of all associated time and travel expenses for service work into Accounting System (Info M3) and SalesForce.com. Supports CP Service and Parts Manager as well as CP Service Team with any travel arrangement, office administration or special projects (as needed).

Essential Duties and Responsibilities:

Contributes to customer satisfaction/supporting internal and external customer service

  1. Provides comprehensive customer assistance via phone or email
  2. Maintains a professional demeanor with customers and establishes a rapport to maintain overall customer satisfaction
  3. Customer file maintenance
  4. Utilizes SalesForce.com to manage customer relationships; understands and documents internal and external customer needs and expectations
  5. Communicates to appropriate team(s) when an expectation will not be met

Administrative support for Field Service Reps

  1. Processes initial service paperwork and distributes to the appropriate person
  2. Maintains the appointment schedule and travel arrangements for Field Service staff
  3. Maintenance of Service Call (SalesForce.com) database
  4. Processing of Field Service expense sheets
  5. Reviews service team utilization records and prepares service billings
  6. Process time sheets
  7. Process MasterCard Statements

Support for the Service Manager

  1. Completing expense reports and MasterCard reconciliations
  2. Reviews department expense records

Back up support for Parts and Warranty

  1. Answers phones for Parts and Warranty
  2. Processes Warranty orders as back up support

Assist Field Service Technicians with documentation necessary for obtaining visas and

Passports (as needed)

Contributes to team effort

  1. Willing to attempt new assignments or fill in for others; Serves as backup
  2. Receptionist (as needed). Accomplishes other duties as assigned

Qualifications - Knowledge, skills and/or abilities:

Knowledge-

           Software

            Intermediate

  1. SalesForce.com
  2. Accounting Software (InforM3)
  3. Microsoft Office Suite (Work, Excel, PPt, Outlook)

Skills

Advanced

  1. Clerical/Secretarial
  2. Written and Oral Communication
  3. People and phone skills for internal as well as external customer interactions
  4. Organizational

Abilities

  1. Ability to multi-task on a daily basis
  2. Ability to work under pressure
  3. Ability to be a strong team player                                                                              

Education and/or Experience:          

  1. High School diploma or GED required
  2. Associate’s degree or equivalent experience preferred
  3. 1-3 years of work experience
  4. Familiarity with job costing as it relates to billings

Columbia Machine offers a full benefits package including medical, dental, vision, prescription drug, life insurance, flexible spending accounts, short and long term disability, 401(k), incentive compensation, paid holidays, paid time off, and tuition reimbursement. Equal Opportunity Employer - Women and Minorities are encouraged to apply.  Columbia does participate in E-Verify.

 

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