Job Description

　　Insight Global is seeking a Customer Service Coordinator for our heat-processing equipment manufacturer to sit onsite in Milwaukee. The Customer Service Coordinator (CSC) will act as a liaison, provide product/services information, answer questions, and resolve any emerging problems that our customers might face with accuracy and efficiency. The CSC will support our clients Field Service Techs and Service Partners as they perform their duties. Responsibilities include:

　　* Manage inquiries and complaints from customers to establish and maintain positive working relationships to ensure the best possible customer satisfaction by providing mechanical and electrical parts knowledge to efficiently disseminate information.

　　* Identify and assess customer's needs to achieve satisfaction.

　　* Build sustainable relationships and trust with customer accounts through open and interactive communication.

　　* Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution and maintain customer goodwill.

　　* Create and maintain accurate records of customer interactions utilizing the established systems and procedures (Incidents within SyteLine...OR...Tickets with HubSpot).

　　* Coordinate the distribution of customer complaint information to internal resources utilizing established workflows.

　　* Facilitate meetings to gather details from internal resources and liaison between those resources and our customers to gather additional information or disseminate resolution details.

　　* Create and maintain Service Request Orders (SROs) within SyteLine to track transactions and costs related to field rework and warranty.

　　* Support travel and work execution logistics for Field Service Technicians and Service Partners related to field rework, warranty, and paid services.

　　* Consistently demonstrate professional skills in structuring assigned activities, creativity, communication developments and client changing needs, decision-making and problem solving.

　　Skills and Requirements

　　* High School graduate or GED

　　* Related work experience in a Customer Service environment or Field Service position, usually acquired through 2-5 years of exposure

　　* Ability to communicate effectively with customers and other employees of the organization.

　　* Must be able to read and interpret documents such as safety rules, employee policies and procedures, contracts, handbooks, and benefit information.

　　* Mathematical skills that require the ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

　　* Effective interpersonal, verbal, and written communication skills are essential.

　　* Must be able to handle multiple tasks in a very fast paced, sometimes stressful environment and possess strong decision-making skills.

　　* Demonstrated proficiency in general office related software. (Ex: Microsoft Office and/or MRP/ERP System) * Associate Degree in Administrative or Technical Trade

　　* Experience with Syteline or HubSpot null

　　We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion,sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [email protected].