National Accounts Service Coordinator

Description

Kanawha Scales & Systems (KSS) is a leader in industrial weighing, measurement, and automation solutions, supporting customers across manufacturing, mining, utilities, logistics, aerospace, defense, and energy. For decades, we’ve built our reputation on technical expertise, reliable service, and a simple philosophy:
take care of our customers and take care of our people
.

At KSS, our people are what set us apart. We offer competitive pay, strong benefits, and ongoing training to support long‑term growth. As we continue to expand, we provide real opportunities for employees to develop their skills, advance their careers, and make an impact.

Kanawha Scales & Systems, LLC is seeking a Service Coordinator to support our National Accounts operations
, based in Columbus, OH
. In this role, you will be responsible for coordinating service activities, supporting field technicians, and ensuring a high level of customer service in a fast‑paced environment. This position serves as a key support function for the Service Manager.

The National Accounts Service Coordinator receives and manages scale repair requests from customers nationwide. The Service Coordinator organizes resources and coordinates with stakeholders (the customer, technicians, office staff, and suppliers) to efficiently and effectively handle all day‑to‑day and week‑to‑week flow of events. This is key to ensure we always continue to provide the customer with the best possible service. A successful service coordinator will enable the organization to anticipate workflow requirements, apply resources, and accomplish our short‑ and long‑term objectives.

We strive to accomplish our work on the first attempt with zero return trips for the same issue.

Requirements

• Field all service‑related phone calls/emails and efficiently schedule technicians to complete all required service work within customer specified time frames
• Create jobs and schedule in ERP system to be ready for technicians in the field
• Confirm vendors have all necessary parts available before going to a job site
• Communicate with all stakeholders and respond in a prompt and professional manner. Stakeholders include customers (existing and new), suppliers, and our team.
• Daily review of all open jobs and update statuses accordingly
• Enter and maintain accurate service activity notes in ERP including but not limited to client and vendor communication, shipping information, any other item related to a specific job
• Posting of parts shipped and/or used on service orders. Must be done the same day they were shipped or the day the paperwork was received showing parts were used.
• Replenishment of parts in vendor parts kits immediately upon use
• Perform activities with a proper balance of urgency and diligence.
• Manage customer scale information in database.
• Support other service coordinators as needed
• Additional relevant duties may be assigned.

• Strong communication skills both orally and written
• Attention to detail
• Sense of urgency
• Forward thinker
• Effective Multi Taker
• Organized and able to handle heavy volumes and pressing deadlines
• Strong computer skills including ERP systems and Microsoft Office (all applications)

• Education:
  
  High school degree
• Service‑related background
• Ability to work overtime as needed

• Leads by example
• Natural ability to converse with customers and vendors
• Team player willing to help out in any capacity when needed
• Experience
• 5 years of experience in industrial services or closely related business preferred.

The nature of the industrial weighing business is 24/7/365 and the service coordinator must commit to a demanding and highly responsive position. This is a full‑time position and typical hours are M – F, 8:00 am to 5:00 pm.

The work environment is open‑air cubicles among a number of other National Accounts team members. There will be prolong periods of sitting and working at a computer and answering incoming calls. Occasionally you may need to lift incoming or outgoing shipments of approximately 15 lbs.

This job description is not designed to…