Massachusetts Jobs

Purpose of the Role: The Customer Service Coordinator is responsible for identifying, quoting, processing, & tracking parts orders for both internal & external customers. This role also involves managing technical support inquiries to ensure timely responses. The focus of this position is on SencorpWhite?s CeraTek products. The ideal candidate will be customer-focused, possess strong organizational skills, & maintain a positive, professional image for SencorpWhite. Key Responsibilities Parts Assist customers with parts identification, quoting parts & process incoming parts orders from internal & external customers via email, phone call & website inquiry. Enter & track orders daily, from receipt to shipment to delivery. Track backlog & escalate priority orders. Collaborate & communicate with production, purchasing, & engineering to facilitate accurate & timely delivery of information & shipments to customers. Create & send recommended spare parts lists for new machine orders to customers. Monitor orders, backlog, credit status & production delays to proactively advise order delays to customers internally & externally. Oversee & RMA related processes & highlight data on repeat failures. Access equipment manuals & drawings to assist customers in identifying components needed. Manage Ceratek inquiries that require technical support & ensure they are responded to, if not resolved, in a timely manner. Additional Duties Maintain service department records including current & historical purchase orders, sales order acknowledgements, pick list/shippers, on-site service reports, & ?invoices. Prepare reports for management using data from MRP (Material Requirements Planning) system & Excel as needed. Research & respond to customer inquiries regarding invoices, or other administrative?issues. Answer departmental phones as required & dispatch calls to within the department or?company. Perform other duties as assigned. Qualification requirements 2+ years of administrative experience. Proficiency in Microsoft Word, Excel & Outlook. Experience with Salesforce or a comparable CRM platform is a plus but not required. Ability to read prints, research parts & utilize product manuals for troubleshooting. Excellent communication, organization, & time management skills. Demonstrates a professional demeanor with internal & external customers. Demonstrates a positive attitude.? Positive attitude & willingness to collaborate on continuous improvement projects. Flexibility to work overtime as needed to meet customer needs. Core Competencies Safety - Observes & enforces safety procedures; reports potentially unsafe conditions. Quality - Strives to eliminate errors, accurate work is a priority, seeks opportunities to improve a process that is implemented Productivity - Manages workload, works efficiently, meets goals & objectives Employee Engagement - Passionate about job & company, committed to the company & puts discretionary effort into work.