Service Coordinator - The customer care and service teams are the face of Apex Marine with our customers, brokers, and vendors. The Service Coordinator acts as the first point of contact for external inquiries, uses their knowledge to direct requests appropriately, and promotes a positive customer experience throughout the organization.
In the performance of their respective tasks and duties, all employees are expected to conform to the following:
Adheres to all Apex Marine core values, department standards and employee handbook guidelines
Actively contributes to the departmental performance, accuracy, and thoroughness of departmental policies and procedures
Works with safety as a priority, and follows department and company safety standards
Regularly communicate with customers and determine needs
Provide clear and precise instructions on work orders for technicians
Answer incoming calls in a professional manner, returning all customer calls prior to the close of business each day.
Promote the sale of additional labor services, parts or accessories in a professional manner for each customer.
Collect payment for work prior to releasing customer boat. In the event the repair cost is unknown initially, obtain customer approval on work order to diagnose issues, and then contact the customer with estimate for repairs as soon as determined, and obtain approval.
Schedule, coordinate and follow up on sublet contractors.
Inspect quality of work performed as required, prior to delivery to the customer.
Finalize and invoice work orders.
Provide prompt, detailed, and timely flow of all paperwork.
Perform any other job-related duties as assigned
To perform this job successfully, an individual must be able to perform each job responsibility 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.
The Service Coordinator is expected to:
Demonstrate a strong work ethic and a positive, helpful attitude
Possess excellent communication skills
Ability to stay calm and focus in a fast-paced environment
Work effectively on a team as well as individually
Possess strong organizational and time management skills
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
Education and/or Experience
High school or equivalent degree required
Knowledge of boatbuilding/marine industry preferred
Proficiency in Microsoft Office suite required, particularly Outlook and Excel
Physical Demands/working conditions
Good hearing and vision skills (aids that provide reliable normal hearing and/or vision are acceptable)
Ability to sit for a lengthy period of time
Ability to use hands and fingers to operate a computer, tablet, and telephone devices and prepare written materials
Ability to withstand occasional occupational risks such as exposure to non-toxic and toxic chemicals used in the construction of boats and in an office environment
Ability to withstand exposure to typical office noise
RELATIONSHIPS (Decision Making Authority)
The Service Coordinator reports to the Vice President of Service, and works closely with the rest of the Service team, providing support as needed.