Customer Service Coordinator

Description: Summary: As a Customer Service Representative, you will be an integral part of our Customer Service Department, primarily responsible for facilitating clear and effective customer communication, both externally and internally (between departments). This role involves planning, directing, and coordinating activities crucial to ensuring a high-quality response for our modular building and structural steel products. You will provide essential administrative support for all quality-related items concerning the production, installation, and warranty phases of our products, contributing significantly to customer satisfaction and operational efficiency. Key Responsibilities: Serve as a primary point of contact for customer inquiries related to product quality, installation, and post-delivery support. Coordinate and manage responses to customer concerns, ensuring timely and effective resolution for both modular and structural steel products. Assist in the planning and coordination of activities related to quality assurance and customer satisfaction within all stages of the project(s). Provide comprehensive administrative support for the Customer Service Department, including documentation, tracking, and reporting on quality-related matters according to the company’s SOP(s). Facilitate professional and upbeat communication between customers, internal departments (such as engineering and production), and third-party contractors (e.g., repair crews, trades). Proactively identify and report significant customer service issues directly to the manager for appropriate resolution. Requirements: 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 accommodation may be made to enable individuals with disabilities to perform the essential functions. Quality Orientation & Attention to Detail: Demonstrated commitment to high-quality service and meticulous attention to detail in all tasks. Interpersonal & Communication Skills: Strong ability to interact effectively and patiently with diverse individuals, ensuring clear and empathetic communication. Problem-Solving & Multi-tasking: Proven ability to manage multiple priorities simultaneously, including locating trades, coordinating repair crews, and addressing various customer needs. Team Collaboration: A strong team player who contributes positively to group objectives and works collaboratively with colleagues. Issue Escalation: Ability to discern and report large or complex issues directly to management for an effective solution. Language Skills: Ability to read and comprehend instructions, correspondence, and emails in English. Systematic and thorough note taking skills Ability to read and interpret architectural drawings and specifications, and effectively communicate necessary changes with customers, management, and the engineering department a plus but will train the right candidate. Proficient in documenting daily project status, compiling photo evidence, and preparing final reports. Mathematical Skills: Ability to perform basic arithmetic operations (addition, subtraction, multiplication, and division of two-digit numbers, 10s, and 100s). Capable of performing operations involving units of American money, weights, and measurements. Reasoning Ability: Adept at problem-solving and thinking creatively ("outside the box") to find effective solutions. Ability to clearly communicate understanding and instructions to subcontractors and customers, particularly during warranty repair processes. Skilled at discerning when it is necessary to involve other internal or external parties, and to consult with direct management as required. Certificates, Licenses, Registrations: Possession of a valid driver’s license A valid banking account for direct deposit payroll is required upon hire. Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This role primarily involves desk-based work with most functions performed via phone and computer, requiring no significant physical exertion.