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Customer Support Coordinator

Posted: 1/10/22

Join the dynamic, innovative atmosphere of our well-established, reputable manufacturing organization. Our success has resulted in the need for a Full-Time,

ASI Doors Customer Support Coordinator is to provide the highest level of customer service and support by being the primary point of contact for customers and our outside sales team. This position is primarily responsible for all aspects in coordination and management of new door orders and from purchase order receipt through installation and invoicing.

Essential Duties and Responsibilities: include the following. Other duties may be assigned.

  • Review and process incoming orders covering a wide scope of Company products from outside sales, customers, and distributors.
  • Enter and releases new orders into ERP system and coordinate with scheduling as needed to ensure timely release and shipment of order.
  • Facilitate and manage customer projects by communicating order status, order satisfaction, installation needs, and any other unspecified inquiries.
  • Primary point of contact for all customer inquiries and works with appropriate internal resources (sales, engineering, service, etc.) to get timely customer resolution and build customer relationships.
  • Validate pricing and discounting structure, conditions of sales, freight charges, shipping instructions, etc.
  • Send all order and customer required documentation as needed (acknowledgments, project scope, installation agreements, drawings, etc.)
  • Process & coordinate requests for change orders post-release. Additionally, will need to communicate with internal teams (production and engineering) as needed.
  • Proactively communicate forecasting details and financial implications on a monthly basis
  • Serve as point of contact for all scope change questions and concerns during installation period. Working with sales, customers, and installers to resolve concerns in the most efficient manner.
  • Work with Customers, Contractors, and ASI internal teams regarding any shortages or damages with the shipment.
  • Coordinate delivery dates and install dates with end-user and installer. Schedule with ASI Service team when needed if service and training is required.
  • Assist with product quotations as needed.
  • Completes special projects or other duties as assigned.
  • Execute and follow ASI Doors defined work instructions. Suggest and participate in process improvements.
  • Meet all metric-based goals and objectives as defined for the team as well as individual.

Competency:  To perform the job successfully, an individual should demonstrate the following competencies:

 Problem Solving – Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully.

 Project Management – Develops project plans; Coordinates projects; Communicates changes and progress.

 Customer Service – Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Response to requests for service and assistance; Meets commitments.

 Interpersonal Skills – Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others’ ideas and tries new things.

Oral Communication – Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; Responds well to questions; Demonstrates group presentation skills.

Written Communication – Writes clearly and informatively; Able to read and interpret written information.

Teamwork – Exhibits objectivity and openness to others’ views; Puts success of team above own interests.

Planning/Organizing – Prioritize and plans work activities; Uses time efficiently. Able to have multiple projects running at one time and work on each as needed, then move on to a different project. 

Professionalism – Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments. 

Quality – Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.

Multi-tasking – Able to work multiple projects; able to stop working on one project and move to another without major disruption. 

Quantity – Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly.

Adaptability – Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events. 

Attendance/Punctuality – Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time. 

Dependability – Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.

Initiative – Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed. 

Innovation – Displays original thinking and creativity; Solutions-oriented; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others’ attention. 

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Education and/or Experience: High School Diploma or equivalent and three to five years of related customer service experience. 

Language Skills:   Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.  Ability to write routine reports and correspondence.  Ability to speak effectively before groups of customers or employees of organization. 

Mathematical Skills: Ability to calculate figures and amounts such as discounts, interest, commissions, fractions, proportions, percentages, area, circumference, and volume.  Ability to apply concepts of basic algebra and geometry. 

Reasoning Ability: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.  Ability to deal with problems involving several concrete variables in standardized situations. 

Computer SkillsTo perform this job successfully, an individual should have knowledge of Microsoft Office, Order processing systems and functions, Project Management software, and a familiarity with AutoCAD. Ability to type minimum of 40 WPM.

Physical Demands: The physical demands described here are representative of those that must be met by an employee 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 employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is occasionally required to stand and walk. Specific vision abilities required by this job include close vision, peripheral vision and depth perception. 

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  The noise level in the work environment is usually moderate.

Other Skills and Abilities:  Demonstrate and be able to facilitate project management and use of teamwork to operate proficiently.

Our Mission: Achieving high performance by opening up our employees, partners, and customers to what’s possible for growth.

Our Values: Accountability, Service, and Integrity

If you are interested in being part of an exceptional team and making a difference, please send your resume along with salary requirements to hr@asidoors.com

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