Service Delivery Coordinator

Easy Ice; Marquette (MI); Remote; USD 35,000 - 55,000; Full time

Job summary

An established industry player is seeking a dedicated Service Delivery Coordinator to enhance customer satisfaction in the food and beverage services sector. This entry-level position offers a unique opportunity to work in a dynamic environment, focusing on building strong relationships with customers and service providers. The ideal candidate will excel in problem-solving and communication, ensuring seamless coordination across various departments. With a commitment to delivering exceptional service, you will play a vital role in maintaining customer engagement and satisfaction. If you are eager to grow your skills in a supportive atmosphere, this position is perfect for you.

Qualifications

• High school diploma required; associate degree preferred.
• 1-3 years of customer service experience required.

Responsibilities

• Build relationships with service providers and internal departments.
• Maintain communication with customers via phone, email, and text.
• Coordinate with departments for timely updates and information.

Skills

Customer Service

Problem Solving

Attention to Detail

Multi-tasking

Interpersonal Skills

Communication Skills

Education

High School Diploma

Associate Degree

Tools

Salesforce

Multi-line Phone Systems

Job description

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This remote Evening Shift - Service Delivery Coordinator (SDC) position requires professionalism, problem solving, attention to detail and multi-tasking. The SDC sets the tone for our well-defined strategy of being experts in the field of ice making equipment, while always delivering the highest level of customer satisfaction.

The SDC will be able to work seamlessly with customers, service providers and various Easy Ice departments to achieve the daily goal of constantly delighting our customers. Whether it is making a follow up call, scheduling an ice delivery or addressing a resolution outcome.

SCHEDULE AND AVAILABILITY:

Onsite training required, est. 4-6 weeks.

Week 1:

Monday: Off

Tuesday: 3:30-12a

Wednesday: 3:30-12a

Thursday: 3:30-12a

Friday: 3:30-12a

Saturday: 1:30-10p

Sunday: Off

Week 2:

Monday: Off

Tuesday: Off

Wednesday: 3:30-12a

Thursday: 3:30-12a

Friday: 3:30-12a

Saturday: 3:30-12a

Sunday: 1:30-10p

ESSENTIAL DUTIES AND RESPONSIBLITIES:

• Build solid working relationships with Service Providers and among multiple internal departments.
• Coordinate with other departments to secure timely updates, responses and updated information.
• Maintain a balance between company policy and customer benefit in decision making. Handle issues in the best interest of both customer and company.
• Monitor Billable events and Ice POs to maintain streamlined process when determining if customer is responsible for payment.
• Update customer account information in Salesforce to include contact information, address and necessary customer information to assist coordination with technicians.
• Use technical training and understanding to properly triage and preliminarily assess technician work orders.
• Review work orders to determine if problem was solved and if it was resolved to a satisfactory outcome. Will understand escalation process in relation to unacceptable work order receipt.
• Maintain excellent communication with customers; use phone, email, text, as appropriate, to keep customers engaged.
  
  

POSITION QUALIFICATIONS:

Education:

High school diploma or equivalent required;

associate degree preferred or 1+ year of related experience

Experience:

• 1-3 years of experience in customer service role
• Demonstrated track record of delivering highest level of customer satisfaction
• Demonstrated track record of working effectively with employees in various departments of the company
• Working knowledge of computer programs and multi-line phone systems
  
  

Other Desired Skills:

• A desire to continually increase your knowledge of the industries we serve; and, products, services and processes our company can produce
• Instinctive and skilled problem solver
• Excellent interpersonal skills
• Ability to communicate clearly and professionally, both verbally and in writing
• Ability to multi-task effectively
• Team-oriented
  
  

WORK ENVIRONMENT:

• Work primarily in a climate-controlled environment with minimal safety/health hazard potential
• Sedentary, sitting, walking, occasional lifting (overhead, waist level) from floor, bending, frequent near vision use for reading and computer use
• Sits for extended periods of time
• Must have sufficient visual acuity to be able to work, for prolonged periods of time, on a computer monitor
  
  

The above statements are intended to describe the general nature and level of work performed by people assigned to this classification. They are not intended to be an exhaustive list of all job duties performed by the personnel so classified.

Easy Ice is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, genetic information or any other characteristic protected by applicable federal, state or local laws.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Food and Beverage Services

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