Customer Service Coordinator

Penske Truck Leasing Co., L.P.; Santa Clara (CA); On-site; USD 70,000 - 76,000; Full time

Job summary

Penske Truck Leasing Co., L.P. in Santa Clara is seeking a Customer Service Coordinator to schedule preventative maintenance, coordinate outside repairs, and manage the shop work plan to keep equipment ready for customers.

You will develop daily/weekly workforce plans, communicate with customers about updates and billing, ensure parts availability, and uphold safety policies while traveling as needed. Strong customer service, organization, and teamwork are essential.

Qualifications

• Minimum 2 years of customer service experience required.
• Minimum 1 year of hands-on mechanical experience required.
• 2 years of supervisory experience preferred.
• 2 years of service department administration preferred.
• High School diploma or equivalent required.
• Associates/Bachelors/Technical degree preferred.
• ASE certification preferred.
• Experience with service scheduling and diagnostic programs preferred.
• Must understand and follow Penske policies, safety rules, and DOT/OSHA requirements.

Responsibilities

• Develop daily and weekly workforce plans by considering customer needs, repairs, parts, technician skills, and hours to maximize service and productivity.
• Communicate with customers for maintenance updates, scheduling changes, billing concerns, or to resolve service issues.
• Ensure Penske Rental units are maintained and prepared for customers.
• Ensure parts are available for scheduled work.
• Hold vendors accountable for quality and schedule adherence for outside work.
• Provide customer service to ensure customer satisfaction and repeat business.
• Maintain shop productivity by optimizing the work plan.
• Coordinate with district billing clerks as necessary.
• Complete other tasks as assigned by supervisor.

Skills

Customer service

Supervisory experience

Service department administration

DOT/OSHA safety compliance

Education

High School diploma or equivalent

Associate/Technical/Bachelor degree preferred

ASE certification preferred

Tools

Service scheduling software

Diagnostic programs

Job description

Position Summary:

A Penske Customer Service Coordinator in our Santa Clara branch, is focused on working with customers to schedule preventative maintenance requests, coordinate outside repairs, plan and manage the shop work plan.

Major Responsibilities:

• Develop daily and weekly workforce plans by factoring customer needs, estimated unscheduled repairs, available parts, technician skill sets and work hours to maximize customer service and productivity.
• Communicate with customers as needed for maintenance updates including changes to schedule or work, billing concerns, or to resolve service issues.
• Assure that all Penske Rental units are maintained and prepared for customers
• Ensure parts are available for scheduled work
• Hold vendors accountable for quality and adherence to schedule for outside work
• Provide customer service, assuring customers are satisfied and will return for additional business.
• Maintain shop productivity by optimizing the work plan
• Coordinate with district billing clerks as necessary
• Other projects and tasks as assigned by supervisor

Qualifications:

• 2 years of customer service experience required
• At least 1 year of hands on mechanical experience required
• 2 years of supervisory experience preferred
• At least 2 years of service department administration preferred
• High School diploma or equivalent required
• Associates Degree, Technical School Degree, or Bachelors Degree preferred
• ASE certification preferred
• Prior experience with service scheduling programs and diagnostic programs preferred
• The associate will be required to understand and comply with specific instructions, guidelines, rules, regulations, or other information established by Penske management
• The associate must be able to perform all work adhering to DOT, OSHA, and all Penske safety and maintenance policies; including but not limited to the correct selection and use of appropriate tools, PPE, machine guarding, and established best safety practice.
• Regular, predictable, full attendance is an essential function of the job
• Willingness to travel as necessary, work the required schedule, work at the specific location required, complete Penske employment application, submit to a background investigation (to include past employment, education, and criminal history) and drug screening are required.

Physical Requirements:

The physical and mental demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the associate will be required to move frequently, stand, walk, climb, bend, and sit for extended length of time throughout their scheduled working period.
• The associate is required to use their hands on a routine and daily basis to grasp, reach, touch, handle, feel, and/or otherwise operate required tools or controls.
• The associate must be able to work safely at heights using applicable ladders and elevated working platforms.
• The associate must be able to safely work in all weather conditions.
• Given the frequent movement of large trucks through the workplace, the associate must be able to see and hear in order to safely navigate the work environment.
• The associate must be able to regularly lift and/or move up to 50lbs/23kg and occasionally lift and/or move up to 100lbs/45kg.

Salary: $35.00/hr

Penske is an Equal Opportunity Employer.

About Penske Truck Leasing/Transportation Solutions

Penske Truck Leasing/Transportation Solutions is a premier global transportation provider that delivers essential and innovative transportation, logistics and technology services to help companies and people move forward. With headquarters in Reading, PA, Penske and its associates are driven by a dedication to excellence and a commitment to customer success. Visit Go Penske to learn more.

Job Category: Vehicle Maintenance Management/Supervisors

Job Family: Customer Experience

Address: 2380 Lafayette Street

Primary Location: US-CA-Santa Clara

Employer: Penske Truck Leasing Co., L.P.