Customer Service & Scheduling Coordinator

Bulmann Dock & Lift; Boyne City (MI); On-site; USD 30,000 - 54,000; Full time

Job summary

Bulmann Dock & Lift in Boyne City, MI seeks a Scheduling Coordinator to ensure smooth service interactions, coordinate installations, and manage seasonal service requests across customers, vendors, and marina partners.

The ideal candidate has strong organizational and communication skills, experience with scheduling and ERP tools, and the ability to juggle multiple tasks in a fast-paced environment while maintaining excellent customer service and timely deliveries.

Qualifications

• Proven experience in customer service, scheduling, logistics, or related fields.
• Strong organizational and multitasking abilities to manage competing priorities.
• Excellent verbal and written communication, cross-functional coordination.
• Ability to adapt to changing schedules and tight deadlines.
• Experience in a service-based or installation-related industry is highly desirable.

Responsibilities

• Serve as the primary point of contact for customers with prompt, professional communication.
• Coordinate and schedule service appointments, deliveries, and installations for efficiency.
• Keep customers informed of updates, delays, and changes, addressing concerns proactively.
• Maintain communication protocols and service standards across teams and vendors.
• Audit work orders to ensure accuracy and update processes to avoid delays.
• Collaborate with service and installation teams for seamless coordination.

Skills

Scheduling

Customer service

Communication

Multitasking

ERP systems

Tools

ERP systems (NetSuite)

Microsoft Office 365

Job description

We are seeking a detail-oriented, customer-focused individual to join our team as a Scheduling Coordinator. In this role, you will be responsible for ensuring smooth, efficient interactions with customers, coordinating schedules for product installations, and managing seasonal service requests. You’ll also play a key role in maintaining communication across various teams, vendors, marinas, and customers to ensure timely deliveries, high-quality installations, and seamless service coordination. The ideal candidate will possess exceptional organizational and communication skills, experience using scheduling and ERP tools, and the ability to manage multiple tasks in a fast-paced environment.

Schedule

This is a full-time seasonal position. The work schedule is as follows:

• April through early July is 7:00am to 5:00pm Monday through Saturday.
• Mid July through Labor Day is 7:00am to 3:30pm or 8:30am to 5:00pm.
• Labor Day to early November is 7:00am to 3:30pm or 8:30am to 5:00pm.
• Early November to April is 7:00am to 3:30pm or 8:30am to 5:00pm three days a week.

Essential Duties and Responsibilities

The essential functions include, but are not limited to the following:

Customer Service & Communication:

• Serve as the primary point of contact for customers, providing them with prompt, professional communication throughout their service journey.
• Coordinate and schedule service appointments, product deliveries, and installations, ensuring optimal scheduling that maximizes efficiency.
• Keep customers informed of schedule updates, delays, and changes, proactively addressing concerns and ensuring customer satisfaction.
• Address and resolve customer inquiries or concerns in a timely manner, escalating issues to relevant internal teams as necessary.
• Maintain a consistent and positive customer experience by adhering to company communication protocols and service standards.

Scheduling & Coordination:

• Monitor and manage current and future job schedules to ensure timely and efficient service delivery that meets both customer needs and operational capacity.
• Expedite the scheduling of new product deliveries, ensuring coordination with internal teams (sales, warehouse, distribution) and external vendors and customers.
• Ensure accurate coordination of installation dates, watercraft deliveries, and seasonal service requests while managing the timing of these time-sensitive tasks.
• Utilize ERP systems, Microsoft Teams, and Microsoft 365 tools to track customer orders, monitor job progress, generate reports, and keep internal records updated.
• Audit work orders regularly to ensure accuracy and completeness, making updates to the process as necessary to avoid delays.

Team Collaboration & Support:

• Provide support to the service manager in providing guidance to the team as needed.
• Collaborate with service and installation teams to ensure seamless coordination of product installations, removals, and related activities.
• Offer remote support to service crews, vendors, and customers when issues arise, ensuring smooth operations even when on-site presence is not possible.

Problem Solving & Escalation:

• Proactively identify scheduling conflicts, delays, or customer concerns and work to resolve them promptly, escalating to appropriate teams when necessary.
• Collaborate closely with customers to troubleshoot issues, ensuring quick resolution and minimal disruption to service timelines.

Minimum Qualifications (Knowledge, Skills, and Abilities)

• Proven experience in customer service, scheduling, logistics, or related fields.
• Strong organizational and multitasking abilities, with the ability to manage competing priorities effectively.
• Excellent verbal and written communication skills, with the ability to clearly explain service processes to customers and coordinate with cross-functional teams.
• Ability to adapt to changing schedules, troubleshoot problems, and maintain customer satisfaction under tight deadlines.
• Experience in a service-based or installation-related industry is highly desirable.
• Proficiency with Microsoft Office (Word, Excel, Outlook, Teams) and ERP systems (such as NetSuite).
• Customer-facing experience in call centers, retail, or similar service environments is a plus.