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 are:

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