Job Description

POSITION OVERVIEW:

A service expediter is responsible for coordinating and facilitating the delivery of services and products to customers in the commercial industry. They work closely with service technicians, sales representatives, vendors, and customers to ensure timely and accurate completion of service orders. They also monitor the status of service requests, communicate with customers about any issues or delays, and provide feedback to improve service quality and efficiency.

ESSENTIAL FUNCTIONS/RESPONSIBILITIES:

• Review and process service orders from customers and sales representatives.
• Schedule and assign service technicians to perform the required services.
• Track and update the progress of service orders using various software systems.
• Contact customers to confirm service appointments, provide estimates, and inform them of any changes or delays.
• Coordinate with vendors and suppliers to order and receive parts, materials, and equipment needed for service orders.
• Ensure that service technicians have the necessary tools, resources, and information to complete their tasks.
• Verify and document the completion and quality of service orders.
• Handle customer inquiries, complaints, and feedback regarding service orders.
• Identify and resolve any issues or problems that may arise during the service process.
• Provide reports and analysis on service performance, customer satisfaction, and service improvement opportunities.
• Prepare service invoices.

EDUCATION AND EXPERIENCE REQUIREMENTS:

High school diploma or equivalent.

Previous experience in customer service, service coordination, or service expediting.

Knowledge of the commercial industry and its products and services.

Proficient in using computer software, such as Microsoft Office, CRM, and ERP systems.

Excellent communication, interpersonal, and customer service skills.

Strong organizational, time management, and problem-solving skills.

Ability to work independently and as part of a team.

Attention to detail and accuracy.

Flexibility and adaptability to changing work conditions and customer needs.

Ability to work under pressure and meet deadlines.

PHYSICAL REQUIREMENTS:

Sitting for long periods of time

Standing

Reaching

Bending

Stooping

IT REQUIREMENTS:

General knowledge and understanding of Microsoft Office Technology

Teams/SharePoint/Outlook for Email/Word/Excel/PowerPoint

SAGE and all sage Programs…

General ability to utilize cellular phone/iPad or Tablet/Laptop for Work Purposes

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