Service Coordinator

Summary

An individual who represents Skyline in a professional, friendly manner to visitors, customers and telephone contacts. Supports the Chicago Service Center and Skyline Chicago Sales by performing a range of duties as outlined below:

Essential Duties/Responsibilities

• Maintain front lobby area, answer phones, and greets visitors.
• Performs reception position duties; daily routing all calls to the appropriate staff or functional unit. Direct sales calls to the appropriate account executive using Goldmine. Referencing this account for proper routing of calls.
• Support sales and services with customer service support. Answering questions, and/or directing calls to the appropriate individual(s). Has direct contact with dealers and end users.
• Maintains stock of standard supplies, inventory for general employee usage. Responsible for general office supply orders.
• Processes client pick-up and drop offs of completed jobs by ensuring the proper paperwork and signatures are obtained.
• Processes incoming and outgoing mail.
• Coordinates various employee programs as requested.
• Review every RFQ coming in verifying show information, communicate to customer all discrepancies and resolve to ensure successful installation.

· Coordinate RFQ with I&D manager to complete quote in a timely fashion.

· Prepare quote in a written documentation, and send to customer.

· Follow up with customer to close order and to ensure scheduling requirements.

· Research as necessary CADS and instructions as needed through Skyline’s project files.

· Research show information via internet to ensure schedules; move in and out dates and times.

· Review exhibitor service forms for completeness and accuracy.

· Order certificate of insurance, and forward copy to show management / show general contractor for compliance to show regulations on all shows.

· Obtain shipping schedules for inbound and outbound freight for each job independent of show.

• Supports I&D by entering in SAP orders and cross referencing order to QuoteWerks.
• Supports I&D by creating instructions for I&D team “Blue Books”
• Final filing of all I&D and Rental Return orders and keeping records as required.
• Input all payroll hours using ADP and forward time sheets to HR.
• Supports HR with recruitment, orientation, and processing of new employees.
• May be asked to assist in other areas of the business as required.

Competencies

• Communication: Capability to listen effectively; respond clearly and directly, use vocabulary appropriate to the situation, prepare clear, concise reports and records; able to receive written or oral instructions; skill in using appropriate style, grammar, and tone in informational and formal business communications.

• Organizational Ability: Capability to plan, organize and monitor activities according to priorities; can establish schedules, deadlines or quotas; able to coordinate resources toward fulfillment of desired objectives; can organize work independently or as part of a team; capable of controlling and/or adapting to interruptions, changes, disorder without losing efficiency or composure.

• Decision-Making: Ability to recognize symptoms of problem, gather and analyze information and consider a broad range of issues or factors; can grasp complexities and perceive relationships among problems and issues; able to select the best alternative; skill in making timely, sound decisions even under conditions of risk and uncertainty, known as someone who is sought out by others for advice and solutions.

• Interpersonal Skills: Skill in developing and maintaining smooth, cooperative working relationships with peers, subordinates, and superiors; able to show awareness of, and consideration for, the opinions, and feelings of others; can bring conflicts and disagreements into the open and attempt to resolve them collaboratively.

• Customer Service Focus: Ability to build and maintain productive relationships with all customers; able to anticipate and respond quickly to customers’ requests; can ask for and act on customers’ feedback regarding service levels and needs; always looks for ways to improve customer service; ability to follow through on commitments made to customers.

• Commitment to Quality: Able to emphasize the need to deliver quality products and/or services; can define standards for quality and evaluate products, processes and/or services against those standards; able to manage quality.

• Initiative: Ability to take active ownership for assigned responsibilities, can initiate process and other workflow improvements; self-starting and proactive; skill in looking for and willingly taking on new tasks; ability to adapt quickly to new and changing circumstances.

• Planning: Ability to sets goals; develop strategies and schedules for meeting these goals; can anticipate obstacles and define alternative strategies; able to establish efficient work procedures to meet objectives.

Knowledge, Skills and Abilities

• Excellent communication skills both verbal & written.
• Customer service oriented.
• Strong interpersonal skills.
• Ability to work effectively independently.

• Excellent multi-tasking skills and “can do” approach.
• Strong attention to detail.
• Strong skills/knowledge in Microsoft Office Word, Excel, and PowerPoint
• SAP/ AS400 experience a plus.

Minimum Education/Certification

• High school diploma or equivalent.
• 4 year college degree a plus.

Minimum Experience

• 2 years of customer service or administrative support experience.
• Excellent communication skills both verbal & written.
• Customer service oriented.
• Strong interpersonal skills.
• Ability to work effectively independently and with minimal daily work direction from others.
• General computer skills/experience in an MS Office environment, Outlook, and Internet experience.

Equipment and Supplies Used

• Personal Computer.
• General office equipment experience to include fax, copy machine, etc.

Physical Requirements and Working Conditions

• Position is sedentary in nature, with intermittent standing and stooping throughout the day.

Work location: Chicago, IL