Technical Customer Service Coordinator 1

Description

Role Objective:

This position is responsible for delivering first-level technical support for all AHT products and services, including both warranty and non-warranty inquiries. The role plays a critical part in managing part orders, coordinating third-party repair dispatches, and processing related invoicing. Additionally, this position supports sales operations at the California showroom, ensuring a seamless customer experience across both technical and sales functions.

Primary Responsibilities

• Provide customers with pricing details and assist in identifying required parts and accessories for support tickets.
• Deliver first-level technical support via the phone queue.
• Escalate complex technical issues to senior support team members.
• Maintain and update customer service portals with accurate work order information.
• Generate spare parts quotes and process orders using Zoho.
• Monitor and update freight costs daily; track shipments and communicate relevant updates to customers.
• Submit purchase order requests for parts needed by AHT product support staff.
• Create and manage work orders, sales orders, and customer invoicing in SAP.
• Reconcile backorders and special-order documentation with outstanding SAP orders; follow up with customers and service staff as parts are received.
• Expedite parts and coordinate special handling to minimize customer downtime.
• Review, dispute, and enter vendor invoices for accounting processing.
• Prepare and process credit and debit memos for customer adjustments.
• Verify service work order accuracy and resolve any invoicing discrepancies.
• Notify supervisors and managers of unusual issues, high-cost part requests, vendor backorders, and stock-related concerns.
• Process return authorization requests for customer part returns.
• Maintain accurate SAP data related to financials, schedules, and terms.
• Develop a basic understanding of AHT products to assist with accurate parts identification.
• Manage parts inventory and shipping from the California Showroom warehouse.
• Open and close the California Showroom during business hours; greet walk-in customers and connect them with local sales representatives.
• Participate in the weekend on-call rotation.
• Perform additional duties as assigned.
  
  

Key Competencies

• Strong interpersonal, communication, and presentation skills.
• Excellent organizational skills and attention to detail.
• Proven ability to prioritize tasks and manage multiple issues simultaneously.
  
  

Requirements

Job Requirements & Expertise

• High School Diploma or GED required.
• 2–4 years of experience in parts handling or a related field.
• Working knowledge of refrigeration components.
• 2–4 years of experience in service dispatching and invoicing.
• Proven background in customer service and support.
  
  

Special Skills & Qualifications

• Strong clerical skills with accurate and efficient keyboarding abilities.
• Experience in material handling, inventory movement, and warehouse operations.
• Comprehensive understanding of parts flow and logistics.
• Proficient in Microsoft Office Suite (Word, Excel, Outlook).
• Demonstrated experience using SAP and Zoho platforms.
  
  

Physical Requirements

• Ability to stand, walk, or move around the work area: approximately 15% of the time.
• Ability to bend, reach, twist, or stoop: approximately 10% of the time.
• Frequent lifting of up to 10 lbs: approximately 5% of the time.
• Occasional lifting of over 25 lbs: approximately 5% of the time.
• Ability to work at a computer: approximately 85% of the time.
• Minimal exposure to mechanical parts, extreme temperatures, or electrical hazards.
• Occasional exposure (5%) to wet/humid conditions, elevated workspaces, airborne particles, or vibration.
• Visual acuity required for computer work and document processing.
• Hearing ability essential for safety and effective communication with team members, vendors, and customers.