Commercial Account Service Coordinator Job Champaign area,Illinois USA,Administrative/Clerical

The Commercial Account Support Coordinator plays a key role in supporting the efficient operation and administration of the commercial service department. This position provides administrative, scheduling, and customer service support for commercial accounts, and internal service processes. The role ensures accurate documentation, timely communication, and coordination between customers, technicians, and field service management to deliver an exceptional service experience that aligns with Heritage Tractor standards.

Responsibilities

Customer & Service Coordination:

Process work orders, service invoices, and warranty documentation accurately and in a timely manner
Reduce billing cycle days from completion of work to less than 10 days
Maintain thorough and accurate communication throughout the lifecycle of the repair process
Variances in service scope or costs
Proactively forecast and schedule non-seasonal service workload
PIP Management
Pre/Post Season Inspections
Ensure customer satisfaction through professional communication and prompt issue resolution

Administrative Support:

Review and verify labor, parts, and miscellaneous charges for accuracy before billing
Serve as primary point of contact supporting the transition of all A/R accounts to JDF Multi-Use Accounts
Monitor and track open work orders, ensuring completion and billing
Monitor Customer Experience Surveys and provide timely follow up on negative NPS scores
Support Commercial Service Management with scheduling, technician time tracking, and maximizing collectable revenue
Work closely with the Parts departments to ensure smooth service parts procurement and customer communication
Support service management and technicians by ensuring proper documentation and resource availability
Participate in department meetings to improve workflow and customer experience

Qualifications

Experience, Education, Skills and Knowledge:

High School diploma or equivalent required; associate degree or relevant coursework in business administration or agricultural equipment technology preferred
1+ year of experience in service administration, customer service, or dealership operations (John Deere or similar OEM preferred)
Strong organizational and multitasking skills with attention to detail
Excellent communication and interpersonal abilities
Proficient in Microsoft Office Suite (Excel, Word, Outlook) and dealership management software (e.g., PFW, CDK, or Equip)
Knowledge of agricultural or commercial equipment is an asset
Ability to work independently and as part of a team in a fast-paced environment

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