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Service Delivery Coordinator (Remote)

Company: WernerCo
Location: Greenville
Posted on: May 3, 2021

Job Description:


Because innovation and continuous improvement define our future. Our world-class engineering organization collaborates internationally to create ground-breaking products that are the safest and most durable in the industry. Our team is passionate about what comes next, and we work together to continually push the envelope of innovation. There's a reason WernerCo brands are preferred on job sites around the world, and this is your opportunity to join us!


The Service Delivery Coordinator (SDC) is responsible for ensuring that customer orders are processed quickly and in compliance with company requirements and quality expectations. The SDC plays a critical role in the success of our customers through driving the end to end order to cash process. This involves regular communication with customer and internal resources regarding customer account management, electronic data interchange (EDI) and fulfillment system processing and order management from entry to delivery.

Key Responsibilities (Essential Job Functions):

The Service Delivery Coordinator will be trained to perform all responsibilities of a service delivery coordinator but may focus primarily on Account Set Up and Maintenance or Order Entry and Management based on volume.

The SDC is responsible for the timely acceptance and processing of inbound orders including but not limited to:

  • Customer purchase orders
  • Show orders
  • Marketing Samples
  • Customer Samples
  • Reverse & Rebills
  • Bill Only's
  • EDI and Customer Order fulfillment system

The SDC will lead the daily order fulfillment flow to resolve daily execution issues such as:

Handling the splitting of orders, when necessary, from various shipping locations.

Working in conjunction with the Sales, Marketing and/or Customer Care regarding large orders, special products or special requests.

New customer account set up

Order maintenance and ship tos and updated account information

Price discrepancy management

Assisting with customer correspondence regarding orders, delivery, status, pricing and products.

The SDC will review and action daily order management reports taking the necessary actions to understand and communicate the current order status such as:

Working closely with Inventory Planners to understand allocation issues.

Collaborating with the logistics team to handle communication of pending orders and carrier delays

Work closely with finance to record all disputes, monitor progress of charge backs and the end goal is to minimize all the additional fees and penalties occurred

Follow established troubleshooting and case documentation procedures, including use of appropriate resources and systems

Correct discrepancies on customers' accounts and researches service disruptions as necessary.

Proactively contact customers with order resolution, current shipping information and corrective action on late or problematic orders

Process product returns and credit requests as assigned

Experience and Education Requirements:

  • Minimum 1 year experience working in an order entry or order management role
  • Associate Degree in Business Administration or equivalent
  • Must possess a professional, friendly attitude and strong telephone handling skills to be able to quickly develop a rapport with internal and external customers over the phone
  • Excellent interpersonal, written, and oral communication skills. Self-starter, able to effectively run multiple priorities and adapt to change within a fast-paced business environment

As part of our team, Customer Care employees at all levels lead the customer experience and act in ways that put our customers first and make them promoters of our products and services.

  • Creatively see opportunities for technology to enable increased service levels and automation
  • Understand and adhere to corporate and departmental policies & procedures.
  • Set clear expectations by providing accurate information and transparent communication. Educate and promote self-service options to our customers
  • Actively participate in all necessary training programs.
  • Proactively provide and communicate process & system improvement needs.
  • Work in a fast-paced, structured, dynamic and high transaction environment, with the ability to maintain composure in stressful situations.
  • Win as a team - make big things happen by working together and being open to new ideas!

Keywords: WernerCo, Erie , Service Delivery Coordinator (Remote), Other , Greenville, Pennsylvania

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