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Service Logistics Coordinator II

Phoenix, United States

Position Overview:

The Service Logistics Coordinator is primarily responsible for the day-to-day administrative and support functions for all Service Logistics activities and is the systems expert for all related functions. The Service Logistics Coordinator will be required to focus on and specialize in coordinating all Technician schedules and managing all supporting documentation. The Service Logistics Coordinator should be able to back up the Field Service Manager when they are absent. The key goal is reducing lead times, increasing the number of service trips per
day
and increasing the first-time completion rate of service tickets. Continually strive for 100% “Very Satisfied” customers.

Responsibilities/Accountabilities includes the following, but not limited to:

Resource Optimization Function

Responsible for assisting the technicians with questions to minimize disruptions and assisting technicians
with
filling in their schedules if they need more work.

Responsible for daily optimization of Technician’s routes using routing software.

Fill in open time in technicians’ schedules and maximize the number of trips completed per day.

Come up with creative solutions to prevent
reschedules
.

Dispatching Function

Assist Customer Service personnel with special scheduling needs when applicable.

Schedule urgent Technician visits for safety or security issues.

Organize and schedule Saturday service trips as needed.

Contact customers to inform them of
last minute
reschedules.

Assist in confirming
in confirming technician schedules.

Systems / Administrative Function

Expert on all service systems including Service Module, OSC, OFSC, POMS, WMS, and route optimization software.

Responsible for creating Service Pick Tickets and creating and printing
technician’s
loads.

Follow up on loads for completion, as needed.

Assemble and review technician paperwork; Technician’s Daily Summary, Service Event Tickets and original paperwork, as needed.

Inform Customer Service personnel of problems concerning their events.

Close Technician loads, as needed.

Parts Coordination Function

Responsible for regular, proactive interface with Logistics Supervisor and Warehouse Supervisor to facilitate complete, accurate and timely service parts staging, pickup and shipping.

Assist technicians with parts or scheduling issues during pick up.

Add late parts to loads and coordinate with warehouse Service Aide.

Coordinate accurate and timely pulling of
technicians’ parts
with Warehouse Service Aid
.

Coordinate Truck Stock orders, as needed.

Coordinate Inspections. Provide information back on if the parts fail or pass.

SOP invoicing Functions, as needed.

Close out FedEx and
delivery
tickets from
previous
day.

Handles all tasks involved with invoicing for OSC.

Follow up with any technician tickets that are still open.

Ensure payment is collected on all tickets and process payments in Cybersource if needed.

Technician Appointment Reminders

Responsible for the daily loading of technician appointments into
Apptoto
in order for
customers to receive appointment reminders

General Responsibilities

Primary contact for all Service Logistics issues for internal Pella customers - Fields questions,
researches
issues, funnels requests and generally minimizes disruptions.

Identify areas of opportunity in Service Logistics processes to improve First Time Completion Rate, reduce Average Days to Complete Service and to maximize all other Service metrics results.

Attend and contribute to all necessary departmental meetings and training sessions.

Promotes and facilitates continuous improvement activities in the department.

Skills/Knowledge

Strong construction knowledge

Interpersonal skills

Communication skills: written, verbal and listening

Good time management and organizational skills

Adaptability to daily changing situations

Ability to multi-task

Detail oriented

Proficiency with Microsoft® Office and smart devices, and ability to learn internal software programs and applications.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education
and/or
Experience

Must have a High School Diploma or GED.
Associates Prior experience
in customer service is essential.

Language and Communication Skills

Ability to read and analyze documents related to contracts and work documents. Ability to write reports and business correspondence. Ability to verbally present information and respond to questions from customers, managers, and the
general public
.

Professional Skills

Must present a clean and neat physical appearance and strictly abide by company dress code serving as a role model for other employees, customers, and visitors.

Reasoning
Abilities

Ability to solve practical and arithmetic problems and deal with a variety of concrete variables in situations where only limited standardization exists.

Mathematical Skills

Be able to compile and decipher information in a spreadsheet format.

Physical Demands

While performing the duties of this job, the employee is regularly required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; and talk or hear. The employee is occasionally required to sit;
stoop,and
kneel. The employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

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