Purpose
The Operations Support Coordinator is responsible for ensuring the efficient and effective delivery of scale installation, calibration, and repair services to our diverse customer base. This role plays a critical function in supporting the operations team by coordinating service appointments, managing work orders, and providing administrative support. By effectively managing these tasks, the coordinator contributes to customer satisfaction, operational efficiency, and overall business success.
Essential Job Functions
• Answer and direct incoming calls, assisting customers with service inquiries regarding repairs, installations, preventative maintenance, load tests, rentals, and parts sales.
• Schedule preventative maintenance, installations, and repairs to maximize technician productivity.
• Collaborate with the Sales department to coordinate equipment installations and assign service technicians to various tasks, including repairs and inspections.
• Manage the on-call system for after-hours customer service.
• Provide quotes for parts, installations, PM contracts, and repairs as needed.
• Create and manage work orders, ensuring timely updates, status documentation, and charge calculations.
• Dispatch work orders to technicians and track their status via ServicePro and SmarterCerts applications.
• Partner with the billing team, sales, and operations to ensure work orders are completed and processed efficiently.
• Submit purchase orders for inventory, coordinate part orders, and ensure accurate pricing and availability.
• Handle accounts receivable, credit terms, and assist with past due AR as needed.
• Create cases in NetSuite for various requests, including credits, payment term changes, customer documentation, and continuous improvement opportunities.
• Process inventory returns and warranty claims, including creating vendor return authorizations and tracking returns.
• Manage shipping, receiving, and inventory tagging, ensuring all items are documented and accounted for.
• Assist with physical inventories and work with managers to maintain optimal stock levels.
• Process transfer orders and ensure timely movement of inventory to prevent obsolescence and reduce costs.
• Review and approve timesheets timely and for accuracy, verifying work orders, customer details, and time entries.
• Review and code employee credit card charges timely and for accuracy, ensuring job-related costs are properly recorded.
• Utilize GPS tracking for technician vehicles to optimize dispatching.
• Reconcile petty cash, maintain office equipment, and provide requested reports to management.
• Complete vendor setup documents, W-9s, and other required forms.
• Perform any additional duties assigned by management.
Accountability
• Fully understand and support all CIS Safety Policies & Procedures; commit to timely and complete support of all Safety initiatives and programs.
• Lead and Live by our Core Value and C10 behaviors.
• Professional appearance and communication are required.
• Follow all company procedures, rules and regulations outlined in the Employee Handbook and Policy & Procedure Manual; “Details Matter.”
• Always be aware of the impact of your decisions as seen through the eyes of the customer and as seen through CIS.
• Always consider the value created by CIS and how that is perceived by the customer.
• Participate in weekly Action board meetings to ensure alignment on work orders, customer agreements, and service timelines, and that your actions are supporting the branch objectives.
• Accurately create, update, and close out work orders within required performance goals, documenting all relevant details to facilitate seamless processing and billing.
• Ensure efficient resource scheduling to maximize productivity, meet branch goals, and drive profitability.
