Service Coordinator at Bergkamp Inc. – Salina, Kansas

LET’S GET ACQUAINTED

About Us: At Bergkamp, we are a team proudly dedicated to the bigger purpose of making lives better by making roads better. We are people devoted to our craft with an all-in, respected team that has each other’s backs. We are relentless in our pursuit of excellence, innovation, and asking the bigger questions. We’re servant leaders, industry leaders, and good people that operate with Kansas values. What do we do? We manufacture some of the coolest heavy equipment that is used to make and keep asphalt roads in better shape—and when our customers succeed, communities across the world thrive with better infrastructure. We think it’s some of the most exciting stuff happening in infrastructure today.

The Way We Do Things: We believe that a team of people who are humble, hungry and smart will deliver superior performance over the sum total of talented individuals; therefore, we are committed to achieving our mission through teamwork while honoring our core values.

1. A hungry team player(s) who shows active participation and engagement in department and companywide initiatives. Demonstrates a hunger for achieving results, learning, setting an example, and adding to the success of the team.
2. A humble team player(s) willing to collaborate, acknowledge the team’s individual strengths, and put the needs of the organization before themselves. Will do what it takes to help everyone succeed.
3. A smart team player(s) who has a common sense understanding about people. Demonstrates good judgement and intuition of group dynamics. Understands the impact of their words and actions and use that understanding for the benefit of the team.

About the Role:

As a Service Coordinator for our Customer Care operations, you will play a crucial role in ensuring the smooth operation of our parts distribution and service department. You will be responsible for coordinating and scheduling service appointments, managing customer inquiries, and ensuring timely resolution of service issues. Your ultimate goal will be to provide exceptional customer service and maintain high levels of customer satisfaction.

Minimum Qualifications:

• At least four to five years of experience in Office Administration is required.
• Excellent written and verbal communication skills, with the ability to clearly communicate detailed information to customers, coworkers, and management.
• Excellent customer service skills with the ability to interact in a positive and professional manner to develop and maintain strong working relationships with customers, coworkers, and management.
• Ability to read and interpret documents such as invoices, procedure manuals, and job instructions.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to calculate figures and amounts such as proportions and percentages.
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
• Ability to manage time effectively and prioritize tasks to meet deadlines.
• Strong attention to detail and organizational skills.
• Ability to operate a computer and computer software, including Microsoft Office products, cloud-based ERP systems, and Adobe Acrobat.
• Ability to use department equipment such as a computer, copy machine, and telephone.
• Ability to maintain confidentiality.

Preferred Qualifications:

• Experience in a service coordination or dispatch role
• Knowledge of manufacturing or industrial equipment
• Experience with ERP software

Responsibilities:

• Maintains service customer records in company ERP system.
• Follows up with responsible parties regarding the RMA process to ensure the completion of tasks.
• Responsible for quoting service orders, ensuring their accuracy, and setting up invoicing for accounting purposes.
• Ensures adequate, timely, and cost-effective services and responds to any issues that occur during the delivery of services.
• Assists with coordinating service training(s).
• Assists with the scheduling of equipment startups.
• Assists with InPave and EMCADS Pro database maintenance.
• Answers phones, directs calls to appropriate individuals, and prepares messages.
• Prepares reports, correspondence, and presentations for Customer Care personnel and customers as needed.
• Follows up with customers regularly to assess and ensure their satisfaction.
• Collects requested data and information from various sources, including email and other correspondence, and prepares summaries of findings and/or other related written correspondence as requested.
• May conduct research to assist with projects or inquiries.
• Builds rapport with customers and works to ensure they receive excellent service.
• Maintains technical knowledge by attending educational workshops, establishing personal networks, and participating in professional societies.
• Maintains good relationships with service providers and customers to retain the customer base.
• Contributes to team effort by actively participating in team meetings.
• Maintains a safe and clean working environment by complying with procedures, rules, and regulations; secures tools, materials, and equipment at the end of the day.

Skills:

In this role, you will utilize your excellent communication and interpersonal skills to provide exceptional customer service and maintain high levels of customer satisfaction. Your strong organizational and time management skills will be essential in coordinating service issues, managing customer inquiries, and maintaining accurate records. Proficiency in Microsoft Office Suite and experience with ERP software will also be beneficial in performing your daily tasks. Additionally, your knowledge of manufacturing or industrial equipment, if any, will be useful in collaborating with service technicians to ensure the timely resolution of service issues.

Physical Demands and Work Environment:

The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. While performing the duties of this job, the employee is regularly required to talk and hear. The employee is frequently required to stand, bend, kneel, climb stairs, and walk; use hands to finger, handle, or feel; and reach with hands and arms. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus.

2. The work environment is usually a well-lighted, heated and/or air-conditioned indoor setting with adequate ventilation. The noise level in the work environment is occasionally high. Occasional exposure to outdoor elements and construction job sites. This position requires occasional travel, which may involve exposure to extreme weather elements.