Grundfos Americas Corporation Service Coordinator in Tacoma, Washington

Service Coordinator

  • Deadline:2017-11-01

  • Location:Tacoma, Washington, United States

  • Employment type:Regular

  • Hierarchy level:Entry Level - Starter (basic experience)

  • Job category:Customer Service

General Summary:

Under the direction of the Branch Service and Sales Manager, the Service Coordinator has responsibility to provide coordination for service management, Technicians and Service Sales Associates. Sales support includes the customer management using CRM software, understanding service requirements, sourcing, pricing, and availability of Grundfos manufactured product and outside vendor’s products, assisting with generating proposals, processing product orders, and organizing service project paperwork for submission. Additional responsibilities include material expedition and other administrative duties as assigned.

Principal Duties and Responsibilities:

  • Execute the defined functions set for the Inside Sales Coordinator.

  • Respond to email and phone inquiries, process orders, and schedule technicians in SAP CS module.

  • Source, obtain pricing, lead time, and part numbers for outside vendor material.

  • Identify part numbers, lead time, and pricing for Grundfos and other brands’ manufactured material.

  • Expedite material as required.

  • Estimate labor hours for various in shop and field service projects.

  • Using CRM, work individually and collaboratively within a team environment to review submittal packages, and quotations for submission to customers.

  • Act as customer advocate to address customer sales issues and assist customers with product installation, product coordination, and other special order handling and manage escalation calls.

  • Liaise and collaborate with internal departments and suppliers to ensure profitability.

  • Participate in process improvements to enhance the customer experience.

  • Participate and/or lead service/branch-wide projects.

  • Perform all work in compliance with company policies, procedures, legislation, regulations and direction and identify non-compliance situations for resolution.

  • Comply with all health and safety initiatives to ensure the Company remains a safe workplace.

Education and Experience:

  • Post-secondary education in a related field science or technical degree; or a combination of training, education and experience.

  • 3 years related experience with equipment manufacturer is preferred.

Required Knowledge, Skills, and Abilities:

  • Ability to manage multiple, divergent priorities, and work independently with a high degree of accuracy to meet customer requirements and priorities in a fast-paced environment.

  • Ability to present a positive, competent image to customers.

  • Demonstrated skills and ability to foster collaboration, accountability and customer-centricity.

  • Superior telephone skills and strong written and verbal English language communication skills to receive and give information.

  • Strong customer service focus, sense of urgency to meet or exceed customer expectations, and achieve daily commitments.

  • Proficiency in the use of SAP SD and/or ERP systems, Microsoft Office including MS Excel, and software.

  • Ability to accurately read drawings and technical documentation is an asset.

Physical and Environmental Requirements:

  • Prolonged periods in a seated position utilizing a phone and computer with occasional twisting to reach equipment on desk; performs simple grasping, listens with sufficient acuity to perform all aspects of the job.

  • Occasionally lifts up to 25 lbs.

  • Periodic visits made to other Grundfos or customer sites in the United States.

Conditions of Employment:

This position requires the incumbent to stay current with the latest technology and participate in skills upgrading.

This position requires periodic travel within the USA.

Duties and responsibilities may be added, deleted, or changed at any time at the discretion of management, formally or informally, either verbally or in writing.

Grundfos Pumps does not discriminate on the basis of race, sex, color, religion, national origin, age, disability or veteran status in provision of our employment opportunities and benefits.

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It is Grundfos policy to provide equal employment opportunity to all it employees and applicants regardless of: race, color, religion, sex, age, sexual orientation, gender identity, national origin, physical or mental disability or veteran status.