Customer Service Coordinator
Overview:
This administrative position is the primary contact at MPI for quoting, processing, coordinating, and scheduling of customer service inquires including but not limited to, customer service call requests, equipment commissioning, field upgrades, scheduled and unscheduled maintenance, and parts orders.
This position acts as the key liaison between MPI, FSEs, and our customers.
As the frontline contact it is imperative that the coordinator focuses on the customers satisfaction.
MPI drives a LEAN culture, focused on customer service excellence.
We do this by working to simplify our processes and driving out waste or non-value-added activities.
We value participation at all levels and invest in our employees training to achieve continuous development of our dynamic team.
Responsibilities:
Interface with customers daily via phone, email, and other means of company communication.
Open, Close, and Maintain all Service Calls in the ERP (Epicor) database.
Create parts quotes and process part sales orders.
Responsible for the scheduling of all Field Service Engineers while maintaining the MPI Service Calendar with accurate scheduling of:
Commissionings, PMs, Machine and 20-20 Calibrations, Standard and Emergency Field Service visits.
Work closely with technical support staff to address inquiries regarding equipments capability, proper use, spare part requirements, returns, warrantee, and safety issues, through completion for both the customer and MPIs satisfaction.
Assign proper Field Service Expenses to Customer Jobs.
Work with Finance to assure all Service Call invoicing and payments are taking place.
Maintain customer contact database as well as updating equipment location in ERP system.
Specify and maintain BOMs and pricing of all PM Parts, Consumables, Recommended, and Critical spares for all machines.
Provide global administrative support via telephone and email to our Customers, Agents, and Field Service Engineers.
Interact and communicate critical order information to Department Manager.
Review field service quotes versus final scope of work completed to finalize the billing package prior to submission of billing.
Attend all equipment scheduling meetings to update and coordinate equipment commissionings and FSE scheduling.
Track and maintain location of all Service Department calibration equipment, torque wrenches, etc.
while maintaining and ensuring their calibration validities and functionality.
Ensuring all testing equipment, parts kits, and required components are tracked and onsite via shipping, through customs, and has been received on site prior to FSE visits.
Defuse unhappy/dis-satisfied customers and seek supervisory guidance as needed.
Supports MPI lean culture and initiatives by attending and participating in daily lean meetings while supporting efforts to make continuous improvements throughout MPI.
Other duties as assigned by management.
Qualifications:
To perform this job successfully, an individual must be able to perform each principal duty satisfactorily.
The requirements listed below are representative of the knowledge, experience, skill, and ability required:
Excellent communication skills, listening, verbal and written.
Positive demeanor that reflects well with customers and colleagues.
Must have advanced computer skills with recent experience using Microsoft Office products.
Exceptionally good organizational skills.
Ability to work in an environment where fine detail is commonplace and vital to success.
Effectively defuse irate customers and maintain composure in stressful situations.
Excellent analytical and problem-solving skills with ability to visualize problem.
Understanding of accepted inventory practices.
Ability to deal with problems involving multiple variables in standardized and random situations.
Team Player that is compatible in an office work environment.
Company Website:
https:
//www.
mpi-systems.
com/ Company Profile:
MPI is headquartered in Poughkeepsie, NY, and is proud to be able to stamp all of their equipment with the Proudly Made in America moniker.
Within its impressive facility, there exists a fully functioning laboratory, showroom and production facility to demonstrate our state-of-the-art wax room equipment.
We also boast a full training center to provide ongoing training classes for process engineers, machine operators and maintenance staff, available to our entire global customer base.
MPI also offers impressive pattern injection and pattern assembly capabilities.
Pattern production is mutually beneficial because it gives the customer a chance to reap the benefits of the process without the initial commitment to purchase.
It also allows MPI to clearly see opportunities for enhanced equipment design.
Recommended Skills Administration Analytical Billing Calibration Communication Customer Service Estimated Salary: $20 to $28 per hour based on qualifications.
This administrative position is the primary contact at MPI for quoting, processing, coordinating, and scheduling of customer service inquires including but not limited to, customer service call requests, equipment commissioning, field upgrades, scheduled and unscheduled maintenance, and parts orders.
This position acts as the key liaison between MPI, FSEs, and our customers.
As the frontline contact it is imperative that the coordinator focuses on the customers satisfaction.
MPI drives a LEAN culture, focused on customer service excellence.
We do this by working to simplify our processes and driving out waste or non-value-added activities.
We value participation at all levels and invest in our employees training to achieve continuous development of our dynamic team.
Responsibilities:
Interface with customers daily via phone, email, and other means of company communication.
Open, Close, and Maintain all Service Calls in the ERP (Epicor) database.
Create parts quotes and process part sales orders.
Responsible for the scheduling of all Field Service Engineers while maintaining the MPI Service Calendar with accurate scheduling of:
Commissionings, PMs, Machine and 20-20 Calibrations, Standard and Emergency Field Service visits.
Work closely with technical support staff to address inquiries regarding equipments capability, proper use, spare part requirements, returns, warrantee, and safety issues, through completion for both the customer and MPIs satisfaction.
Assign proper Field Service Expenses to Customer Jobs.
Work with Finance to assure all Service Call invoicing and payments are taking place.
Maintain customer contact database as well as updating equipment location in ERP system.
Specify and maintain BOMs and pricing of all PM Parts, Consumables, Recommended, and Critical spares for all machines.
Provide global administrative support via telephone and email to our Customers, Agents, and Field Service Engineers.
Interact and communicate critical order information to Department Manager.
Review field service quotes versus final scope of work completed to finalize the billing package prior to submission of billing.
Attend all equipment scheduling meetings to update and coordinate equipment commissionings and FSE scheduling.
Track and maintain location of all Service Department calibration equipment, torque wrenches, etc.
while maintaining and ensuring their calibration validities and functionality.
Ensuring all testing equipment, parts kits, and required components are tracked and onsite via shipping, through customs, and has been received on site prior to FSE visits.
Defuse unhappy/dis-satisfied customers and seek supervisory guidance as needed.
Supports MPI lean culture and initiatives by attending and participating in daily lean meetings while supporting efforts to make continuous improvements throughout MPI.
Other duties as assigned by management.
Qualifications:
To perform this job successfully, an individual must be able to perform each principal duty satisfactorily.
The requirements listed below are representative of the knowledge, experience, skill, and ability required:
Excellent communication skills, listening, verbal and written.
Positive demeanor that reflects well with customers and colleagues.
Must have advanced computer skills with recent experience using Microsoft Office products.
Exceptionally good organizational skills.
Ability to work in an environment where fine detail is commonplace and vital to success.
Effectively defuse irate customers and maintain composure in stressful situations.
Excellent analytical and problem-solving skills with ability to visualize problem.
Understanding of accepted inventory practices.
Ability to deal with problems involving multiple variables in standardized and random situations.
Team Player that is compatible in an office work environment.
Company Website:
https:
//www.
mpi-systems.
com/ Company Profile:
MPI is headquartered in Poughkeepsie, NY, and is proud to be able to stamp all of their equipment with the Proudly Made in America moniker.
Within its impressive facility, there exists a fully functioning laboratory, showroom and production facility to demonstrate our state-of-the-art wax room equipment.
We also boast a full training center to provide ongoing training classes for process engineers, machine operators and maintenance staff, available to our entire global customer base.
MPI also offers impressive pattern injection and pattern assembly capabilities.
Pattern production is mutually beneficial because it gives the customer a chance to reap the benefits of the process without the initial commitment to purchase.
It also allows MPI to clearly see opportunities for enhanced equipment design.
Recommended Skills Administration Analytical Billing Calibration Communication Customer Service Estimated Salary: $20 to $28 per hour based on qualifications.
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