Customer Service/Dispatch Coordinator

Nixon Power


Job Description
Apply Job Type Full-time Description The Customer Service/ Dispatch Coordinator plays a vital role in the day-to-day service and support of Nixon's strategic national accounts. This position is responsible for providing excellent customer care with an emphasis on status updates, effective communication, and issue resolution. The MAC is also responsible for the submission of customer orders and managing customer expectations The position reports directly to Nixon Power's Operations Manager, Major Accounts and works closely with assigned customers on all levels, both internal and external. Responsibilities: * Acts as the primary point of contact for key accounts and internal stakeholders including project management, sales, operations, and logistics. * Proactively communicates to arrange, track, and coordinate service activities. * Manages work orders in internal accounting systems (GP) and external eSystems. * Updates communications records in CRM, e-mail chains, and other forms as directed. * Tracks and assesses service team's status and quality of work performed. * Collects, reviews and processes documentation, including Field Service Reports (FSR's), subcontractor time, expenses, parts requests, and Request for Quotes (RFQ). * Collaborates with Integrated Solutions Sales Personnel * Processes job quotes to and from key customers. * Completes invoicing processes and ensures costs are posted by corresponding service departments. * Receives after-hours phone calls as required and implements any emergency service requests; participates in rotating support of 24-hour service roster that includes after-hours response. * Maintains and utilizes internal systems used to track schedules, performance, issues, and other pertinent information. * Maintains written procedures and policies related to account. * Performs other duties as assigned. Requirements Education and experience: High school diploma or GED certificate and one-year certificate from a college or technical school; or one to three years related experience and/or training; or equivalent combination of education and experience. Great Plains software experience preferred Skills and abilities: * Experience with and proficiency in MS Office applications, Outlook, Word, and Excel required * Customer Service experience required. * Must be adept at multi-tasking. * Experience with CRM software packages a plus. * Practiced organizational skills, task-oriented, and excellent time management skills a plus. * Self-starter, exercises good judgment, is proactive, and ability to pay attention to detail. * Understands the importance of adherence to deadlines, coordinating scheduling, and timely follow-through * Professional and effective communication skills both written and verbal.
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