JOB DESCRIPTION

Position Title: Customer Service Coordinator

Position Reports To: General Manager

Primary job responsibilities and duties include but are not limited to the following:

• Maintains 100% adherence and integrity to the Corporate Commitment To Service program. The Customer Service Coordinator must be the "eyes and ears" to the General Manager.
• Ability to train and coach all Service Personnel on the Commitment To Service program.
• Acts as a responsible and innovative catalyst for change. Serves as role model and reinforces corporate values on a consistent and constant basis.
• Assists to ensure through direct and indirect business activities that the Company adheres to all laws and regulations governing its business operations, that a safe and pleasant work environment is maintained, and that the Company stands as a good corporate citizen in the communities in which it does business.
• Acts with the highest level of integrity and honesty at all times and when in conflict, holds the customer's interests above all others.

Specific duties will be:

Commitment To Service Program: 60%

• Develops and maintains professional customer relations.
• Handles all incoming service inquiries (phone, letter & electronic) and correspondence back to customer. Administration of Customer-Is-First (CIF) program. Gathers all relevant information prior to assigning to Service Personnel for further action.
• Keeps current on all weekly call logs and 50% call back. Reports to GM all CIF's over 24 hours. Reports to Corporate Service Manager all CIF's over 48 hours.
• Development of Customer Action Plans when deemed necessary by General Manager (GM) or Service Management.
• Immediate action to threat of cancellation based on company's preventative cancellation procedures as outlined in the Corporate Commitment To Service program.
• Administration of the Customer Visitation Program and reporting results to Corporate Service on schedule.
• Convert all fair/poor customer evaluations to CIF and/or Customer Action Plan. Monitor schedule of action plan to ensure 100% completion and customer satisfaction.
• Monitors the pull-plate log to ensure re-deliveries are complete and reports to GM all deliveries over 24 hours.
• Maintains a complete understanding of the Corporate Loss & Abuse Program. Ability to audit Service Personnel's adherence to the procedure.
• Confirms accuracy & reporting for all lost accounts. Attends Lost Account Review meetings prepared with pertinent information for the GM to conduct the meeting.
• Responds in a timely manner to all requests from Corporate Service.
• Keeps all Commitment To Service manuals updated as correspondence is received from Corporate Service.
• Weekly provides District Managers with reports necessary to update the DM Boards.
• Administrates the Contract Renewal Program; informs GM monthly of all outstanding expired Service Agreements.
• Maintains a complete understanding of the daily Route Check In Procedure. Ability to observe and audit Service Personnel's adherence to the procedure.

Misc. Admistrative Duties: 20%

• Assists in Customer file maintenance.
• Weekly garment checkbook reporting.
• Weekly preparation, reporting and tracking of sales increases, decreases and lost accounts. Analyzes weekly report and makes recommendations to Service/Service Center Manager or GM of necessary corrections.
• Tracks, audits, and ensures accurate reporting and plant adherence to various company programs: Commitment to Service program, GM and Service-weekly Sales Prospects, perform weekly (no-notice) rides with RSPs, monthly price increases, lost account reviews and reporting, daily shortage reporting, weekly sales reporting, etc.
• Maintains Top Accounts list for plant/terminal. Ensures accuracy in billing, current visitation status, customer satisfaction.

Coaching, Training and Development: 20%

• Develops detailed knowledge of IPC, Smartnet Utility, route settlement procedures, daily route check-in, analyze and determine applicable usage for reports, how they relate to each department. Assists in training Service Personnel where to find and make application of reports.
• Personal development and continued education of industry knowledge and all internal operations & processes of a plant.
• Attends and participates in monthly Team Checkpoint Meeting prepared with individual Performance Agreement and action plan to attain 100% score. Supports all team members in achieving 100% score.
• Attends and participates in weekly staff and sales meetings, and monthly service meeting.
• Complete understanding of the Performance Management Process and may assist in training of the Service Personnel in gathering relevant information necessary to complete their individual Performance Agreements.
• Works closely with GM and assist in analyzing reports and handling special assignments.
• Special projects as assigned by Corporate Service and GM.

Hours: 8:00 - 5:00 p.m.
Days: Monday - Friday
Location: Specify Plant