Customer Service Coordinator

  • Full-time

Company Description

At Shape Technologies Group (SHAPE) we’re devoted to a single goal: delivering innovative manufacturing process solutions that propel our customers to success. SHAPE is a strategic combination of companies including Flow International, Dynamic Robotic Solutions (DRS), KMT Waterjet, H20 Jet, AquaDyne, Advanced Pressure Systems (APS), Tech-Con Automation, Aquarese, Projet System and TOPS.  Collectively, we provide an extensive portfolio of manufacturing process solutions to customers around the world. The core technology of SHAPE was founded in high pressure waterjet cutting, cleaning, and surface preparation. Today, SHAPE’s offerings span automated assembly, material handling, software, process control, robotic motion systems, ultrahigh-pressure cutting and cleaning, aftermarket parts, and extensive support.

The SHAPE difference can be seen in our people. With industry leading technologists, manufacturing experts, and skilled service professionals, SHAPE team members listen to our customers to anticipate their needs and deliver technical know-how that transforms our customers’ visions into reality.

Spanning 100 countries and a broad array of industries, SHAPE is expanding its reach through a growing number of direct and indirect channels. By partnering with our customers, we become integral to the successful design and manufacture of their next-generation products. We continually scour the globe for new, industry-leading technologies to add to our differentiated portfolio of offerings and grow our customer base. Our vision is to become the preeminent advanced process solutions partner handling the highly engineered products of tomorrow.

We are a team of technology enthusiasts who pride ourselves on constantly raising the industry bar. Our world is fast paced and customer focused. With principles, performance and an authentic passion for results deeply rooted in our daily interactions. We strive to create a trust-based environment where driving results and positive attitudes coexist. We are friendly, respectful, and motivated to deliver strong performance in everything we do.

What it’s Like to Work Here.

We are a team of technology enthusiasts who pride ourselves on constantly raising the industry bar. Our world is fast paced and customer focused. With principles, performance and an authentic passion for results deeply rooted in our daily interactions. We strive to create a trust-based environment where driving results and positive attitudes coexist. We are friendly, respectful, and motivated to deliver strong performance in everything we do.

What We Offer.

In addition to training and career advancement opportunities, we offer competitive salaries and a comprehensive benefits package including medical, dental, vision, 401(k), paid time off, education reimbursement, charitable gift matching and more.

Job Description

General Purpose:

Professionally manage many facets of the SHAPE Technologies relationship with our customers.  This position reports into the Advanced Applications group.  This role will perform the duties and responsibilities of quoting, order processing and shipment tracking of customer aftermarket orders and troubleshoot customer problems and/or issues.  

Major Duties and Responsibilities:

The Customer Service Coordinator will perform the duties and responsibilities of managing relationships with Advanced Applications customers enrolled in preventative maintenance programs. Primary tasks will be speaking with customers and tracking their program lifecycle(s) and supporting these customers by providing technical insight and escalation as well as basic parts shipments and coordination. This role will drive the continuous improvement of existing programs and overall customer satisfaction

  • Process, expedite and input customer aftermarket quotes and orders by exercising approved authority within given guidelines/policies to insure completed delivery of customer orders.

  • Provides timely response to inquiries regarding quotes, orders, accounting and shipping concerns.

  • Maintain customer records and files.

  • Function as liaison between customers and SHAPE Factory associates to facilitate quick resolutions of customer complaints.

  • Adhere to company RMA policy and documentation of customer identified system defects and conduct computer analysis of open orders and due dates.

  • Maintain an appropriate level of knowledge of SHAPE Technologies products to ensure quotation and order accuracy, as well as fulfillment of customer expectations.

  • Accurately transact and maintain all quotes, sales orders and project data in SHAPE Technologies ERP system.

  • Closely coordinate with the Sales Team on each project to ensure customer commitments are managed appropriately. 

  • Develop a positive rapport with customers while setting and meeting their expectations for communication and support throughout the project.

  • Follow, sustain, and actively maintain documented standard work procedures and promote consistency in how the department’s services are delivered to maximize the customer experience

  • Develop and sustain partnership-level working relationships with key associates in Sales, Technical Services, Marketing, Manufacturing, Supply Chain, Engineering, Legal, Finance, IT, Accounting, and Credit to leverage their contribution to the success of our customers. 

Qualifications

Education and/or Training:

  • Strong oral and written communication skills.

  • Ability to work independently.

  • High level of interpersonal skills to work effectively with others, solicit input from customers, and obtain cooperation from associates in other departments.

  • Familiarity with Flow International Corporation parts/equipment preferred.  May be acquired through participate in Technical Service maintenance training course (training performed in-house).

  • Associate's degree or equivalent from two-year college or technical school

  • Minimum of three (3) years of office experience, preferably in a technical customer service position.

Additional Information

Shape Technologies Group and our companies operate as an equal opportunity employer.  Per regulations, any reasonable accommodations throughout the recruitment, selection and/or assessment process to applicants with disabilities will be provided.  If you require disability related accommodations, please inform Human Resources.  All personal information that is collected will remain private and confidential. 

 We thank all applicants for their interest; however only those selected for an interview will be contacted