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Customer Service Coordinator - 5397

Company Name:
Ryder
The Customer Service Coordinator will support the shop management process through timely customer communications and scheduling, inventory ordering and stocking, repair follow up, and maintenance file management.
Responsibilities
Customer Service: improve the quality and consistency of customer communications and meet customer's expectations
- Perform customer relationship activities to include customer interface, issue resolution, and customer satisfaction.
- Execute customer communication protocol as it pertains to PM scheduling and follow up, breakdowns and vehicle status updates.
- Improve the quality and consistency of customer communications and ensure customer's expectations are met.
- Drive improvement of Customer Satisfaction (CSI) scores.
Work Flow Management: enhance branch productivity through effective work scheduling and planning.
- Create repair order tasks and update work planning sheet.
- Review maintenance reports to identify and schedule preventative maintenance, repair campaigns, and vehicles requiring follow-up.
- Coordinate with rental counter to identify repair requirements, available substitute units and vehicle wash requirements.
- Coordinate outside repair with vendors and customers.
- Provide a resource that allows the management team time to effectively manage shop operations.
Parts Management: contribute to cost containment through effective inventory planning and warranty.
- Execute parts inventory management processes to include conducting physical inventory, parts ordering, receiving, stocking, managing purchase orders and parts invoice, and coordinating parts pick-up and delivery.
- Make recommendations on min-max levels to the inventory planning team.
- Manage parts obsolescence.
- Ship warranty and return parts.
- Organize and ensure cleanliness in the parts room.
Administrative
- Effectively handle all incoming shop calls.
- Clerical duties within the shop operations which include vehicle maintenance files.
- Process all Accounts Payable.
- Create repair orders for technicians.
Ryder is proud to be an Equal Opportunity Employer and Drug Free workplace.
Requirements
High School Diploma or GED equivalent is required.
2-5 years of customer service with issues resolution experience required.
Additional Requirements
Ability to pay acute attention to detail, communicate effectively (verbally and in writing), apply affective phone skills, and prioritize, multi-task, and remain organized in a fast paced environment.
Strong computer skills including spreadsheet and word processing software.

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