Operations Service Coordinator

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Operations Service Coordinator

Overall Position Description:

The Service and Warranty Coordinator plays a vital role within CWC’s Operations by coordinating and scheduling the repair of commercial office furniture. This position requires extraordinary attention to detail, articulate communication skills, strong organizational skills, and problem-solving abilities to ensure exceptional service for our customers.

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• Review service work order requests for completeness and accuracy, ensuring all necessary information (location, contact, product to repair, and extent of repair) is included
• Interface with customers in a professional and courteous manner providing timely responses and resolutions to their requests
• Provide repair quotes to CWC customers and schedule service or delivery work, ensuring a customer-focused approach at all times
• Coordinate and file warranty projects for service within the 90-day limit, ensuring timely reimbursement from MillerKnoll, Inc and other partner vendors
• Accurately enter proposals into the business system to track parts ordered and invoice customers/manufacturers as required
• Process assigned work orders and delivery tickets in accordance with CWC policy, ensuring jobs are closed out in a timely manner

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Responsibilities Continued:

• Update delivery tickets for both service work and routine Operation’s deliveries
• Research and provide accurate information and part numbers to salespeople and customer care representatives
• Order and process all parts from manufacturers for warranty and non-warranty orders with attention to detail and accuracy
• Keep abreast of the manufacturer’s technical bulletins to maintain current repair knowledge
• Maintain an up-to-date reference library of parts for common repairs
• Research the appropriate repair part numbers using the information provided by CWC Service Technicians

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Position Requirements:

• H.S. Diploma or GED Equivalent
• Two years or more experience in a customer service, purchasing or scheduling role
• Proficient in Microsoft Office (Outlook, Excel), and aptitude for other computer applications
• Exceptional written and verbal communication skills
• Must be highly organized the ability to handle multiple tasks
• Demonstrated problem-solving skills, resourcefulness, and excellent follow-up capabilities
• Proven ability to exceed customer and company expectations
• Knowledge of the contract furniture industry and/or CORE operating system a plus

Interested in a future at CWC?

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