Service Coordinator

Summary

Parts Town is a distributor of foodservice equipment parts. The Service Coordinator manages the full warranty dispatch process, including warranty part order entry, service dispatching, follow-ups, and customer service while coordinating with technicians, manufacturers, and service providers.

Responsibilities

• Dispatch Service 60-80 service calls within a 10-minute SLA time frame
• Utilize mapping tools to locate service providers closest to end user location and schedule service
• Provide an exceptional experience while interacting with customers, manufacturers, and their service providers via email and phone
• Manage life cycle of service from dispatch to close, effectively communicating updates to involved parties
• Document reported issues to hand off to Technicians for troubleshooting, including parts identification
• Assist Equipment Dealers over the phone or email with service updates/questions
• Assist with general email inquiries within a 2-hour Service Level Agreement
• Act as a back up to all areas of team where business needs are required

Skills

• You demonstrate exceptional critical thinking & problem-solving skills
• You enjoy working with people and take pride in providing an exceptional customer experience
• You are detail oriented and have the drive to go the extra mile
• You have experience in Microsoft Office products and appreciate doing online research to find solutions
• You have a quality, high speed internet connection at home
• You have a genuine positive, outgoing, team spirited, one-for-all personality
• You're an all-star communicator and are proficient in English (both written and verbal)
• You can work a schedule of M-F 11:00 AM - 7:30 PM (EST) with flexibility to adjust to different hours as needed
• If you're bilingual, that's a plus!

Qualifications

Must Haves

• You demonstrate exceptional critical thinking & problem-solving skills
• You enjoy working with people and take pride in providing an exceptional customer experience
• You are detail oriented and have the drive to go the extra mile
• You have experience in Microsoft Office products and appreciate doing online research to find solutions
• You have a quality, high speed internet connection at home
• You have a genuine positive, outgoing, team spirited, one-for-all personality
• You're an all-star communicator and are proficient in English (both written and verbal)
• You can work a schedule of M-F 11:00 AM - 7:30 PM (EST) with flexibility to adjust to different hours as needed

Nice to Haves

• If you're bilingual, that's a plus!

Benefits

• Quarterly profit sharing bonus
• Fitness center, game room and on-site food market
• Team member appreciation events and recognition programs
• Volunteer opportunities
• Casual dress code
• Health insurance
• 401k/401k match
• Employee assistance programs
• Time away
• Profit-sharing program for some roles
• Annual bonus depending on the role
• Health, dental and vision insurance
• 401(k) with match
• Paid time off
• Paid sick time off
• Paid holidays
• Paid parental leave
• Professional development opportunities