Service Coordinator

About The Kendall Group

The Kendall Group is comprised of eight divisions with 75+ locations in ten states. Combined, we serve the Electrical, Automation, Pipe, Valve, and Fitting products, Steam, Lighting, Industrial Controls, and Instrumentation Industries. The Kendall Group is a 100% employee-owned company. Kendall offers a great opportunity for a rewarding career.

Our employee ownership model is the core of who we are. You will not only own part of the company, but you will own your future. At Kendall, you'll have opportunities to learn and grow while being coached and mentored along the way. We're that company where people stay! We're proud to say more than 60% of our associates have more than 5 years of tenure, and more than 40% have greater than 10 years.

At Kendall, you will be valued and supported, your ideas will be heard, your voice will matter, and you'll work alongside incredible people who care about your success.

Reporting to the Operations and Customer Service Manager, the Service Coordinator is a key member of the Forberg Smith sales and service team. The person in this role maintains positive relationships with customers by providing excellent customer service. They are responsible for maintaining the service calendar, scheduling service technicians on-site at customer facilities, accurately processing customer orders and invoices, and following up with customers to ensure satisfaction.

The essential duties and responsibilities of the Service Coordinator position will consist of, but are not limited to, the following:

• Maintain and grow customer sales and gross profits to meet Company growth objectives
• Enter orders into Eclipse and Salesforce business systems and document all transactions in accordance with Company quality system and procedures
• Reach out to customers to follow-up on quotes and provide the feedback to our outside sales representatives
• Use Company and vendor resources to provide excellent customer service
• Initiate workable solutions for customer issues/problems and ensure effective and long-term problem resolution
• Set technician work schedules based on availability and capability
• Quote service work to customers
• Order necessary tools and materials
• Ensure that all necessary pre-work is performed, and tools acquired for every service job
• Regularly communicate with technicians about upcoming work and outstanding issues
• Follow up with customers after each service job to ensure satisfaction or address issues
• Invoice suppliers and customers for work performed
• Maintain quality service by adhering to Kendall Group policies, procedures, and standards
• Perform other duties as assigned

• Service Excellence
• Results, Action Oriented
• Accountability and Responsibility
• Understanding Others, Listening
• Problem Solving
• Teamwork and collaboration
• Priority Setting

• Work Experience
  : 1 year of customer service experience
• Education: Associate degree, Technical degree or Bachelor's degree
• Analytics/Computer
  
  Skills:
  
  Experience working with MS Office
• Organization
  
  Skills:
  
  Highly organized and detail-oriented; ability to multi-task and shift priorities as needed; ability to work in fast-paced, continuously evolving environment
• Cross-functional skills: Ability to work well cross-functionally; provides excellent internal and external customer service
• Communication
  
  Skills:
  
  Strong interpersonal communications, problem solving, organizational and written/verbal communication skills, including telephone aptitude and the ability to interface with customers, suppliers, and service technicians
• Physical, Mental and Visual
  
  Skills:
  
  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 disability to perform the essential functions.
  • Ability to see, talk and hear
  • Ability to sit for 8 hours a day
• Physical Environment: Normal office environment

• Work Experience: Previous service coordinator or scheduling role, preferably with a related product line, or with end users in an industrial or technical environment; an understanding of level, pressure, flow, and temperature devices. Experience interfacing or supporting service technicians.
• Analytics/Computer
  
  Skills:
  
  Salesforce and Epicor / Solar Eclipse

The Kendall Group is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, gender, gender identity, sexual orientation, age, physical or mental disability, citizenship, military status, protected veteran status, genetic information, or any other characteristic protected under applicable federal, state, or local law.