American Builders Supply is looking for a Service Coordinator for a growing team at a manufacturing and distribution company in Sanford, Florida. American Builders Supply is Florida’s largest independent supplier of lumber, truss, doors, and windows. We provide building materials and installation services for the residential building market statewide with locations in Jacksonville, Sanford, Clermont, Melbourne, Winter Haven, Tampa, and Fort Myers.

The Service Coordinator will be responsible for providing outstanding customer service by listening to the customer, addressing their needs, providing information, scheduling a time to resolve their issue, and following up to make sure customers were satisfied. The following description details the duties. These duties include but are not limited to the following functions.

Duties and Responsibilities

• Service issues received via Service email acct, calls & texts from SUPERs, Field Managers and Warranty Depts.
• Get PO from buyer if reason for call was our fault, get PO from Builder (VPO) if it was their responsibility.
• Service issues get entered into Biztrack (Sales Batch Processing).
• Service Dept. communicates with builders, SUPERs and homeowners to establish service dates
• On that date that was moved, Service Dept. reaches out to customer to establish service date, if accepted, order moves to APPOINTMENT SCHEDULED.

Communication to the homeowner allows for 3 follow ups before the SUPER or Builder are notified (this responsibility stays with SUPER / Builder).

• If 3 times unsuccessful then ticket is closed. ABS is done. A new ticket can be opened if needed by customer reaching back out to ABS.
• Using Biztrack, the Service Dept schedules next day for Service tech’s reference utilization spreadsheet (Service status excel spreadsheet). Spreadsheet allows for a productive day, so the Service Techs are not over-scheduled.
• Once the service tech’s schedule is complete for the day, import to excel spreadsheet and send to Service tech via email and a copy to Warehouse.
• Day of service, Service Dept. moves order in Biztrack workflow to OUT FOR SERVICE in the queue.
• Service completed; Service Dept. received proof job was completed from Service Tech. This includes signed cover sheet or screen install checklist.
• If issue not resolved, Service Dept to get note on cover sheet and picture of sheet electronically from Service Tech.
• Ticket will be rescheduled, or a new ticket will be created and follow the same workflow.
• Close ticket after notifying Service Manager of issue. Open new ticket with new task and reschedule appt.
• If resolved, Service Dept. moves the work in the queue to READY TO INVOICE.
• Service notifies Admin Billing person service has been completed.

General:

• Answering customer calls polite and professionally.
• Listening to the customer with empathy.
• Documenting the customers issue and reviewing what was documented is correct.
• Negotiating with customers to meet their time constraints.
• Scheduling service calls based on job size, difficulty, and mileage.
• Upon completion and verification, closing out service calls in the system.
• Filing service paperwork within electronic file upon completion of job

Qualifications

• 1-2 years Customer Service experience preferred.
• Some knowledge of window construction supplies.
• Ability to think fast under pressure to resolve issues.
• Ability to manage time to get the job done within the time allotted.
• Excellent written and oral communication skills.
• Good math skills are a plus.
• Well versed in Microsoft products.
• Team player.
• Concern for order, quality, and accuracy, paying attention to details to prevent mistakes.

Working conditions

• Job requires some extended hours, as needed, to accomplish job requirements.
• Job requires working in manufacturing/warehouse environment which includes high temperatures and humidity.
• Job requires working in and around machinery/powered equipment and associated safety risks.
• Job requires interaction with customers to resolve issues.
• Job requires interaction with all levels within the location and all their direct reports (as needed).

Health Care Benefits

401k

Paid Time Off

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employee(s) will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments.

American Builders Supply is an equal opportunity employer and considers all candidates for employment regardless of race, color, sex, age, national origin, creed, disability, marital status, sexual orientation, or political affiliation.