Job description

Gustavo Preston Company, founded in 1881, has been providing engineered fluid handling equipment solutions to Boston and the greater New England area for over 135 years. As one of the nation’s oldest commercial pump repair and sales agencies we continue to grow, develop, and expand our facilities. This allows us to provide high quality, technically engineered equipment that is supported by our outstanding technical sales and premium service and support.
The Position: Customer Service Coordinator
The position of Customer Service Coordinator is responsible for communicating with our customers and our internal service department to get information needed to resolve customer issues and needs. The individual will field emergency calls and discuss scheduling options with customers and effectively provide solutions. They work with the Service Team Lead to assist with scheduling service calls and communicate with our service technicians.
This is role is in the Chelmsford office full-time, hours are 7:30am-4:00pm.
Essential Duties and Responsibilities:

• Receive incoming service calls/emergency calls from our customers and potential customers.
• Review and research customer site issues and customer equipment issues in order to proactively provide solutions through scheduling technicians.
• Evaluate and disseminate information from and to the customers and company personnel in order to communicate what the customer needs are so that effective service can be provided.
• Handle customer issues pertaining to equipment and work with Service team lead in deploying field solutions.
• Monitor and respond to Emails in the Service email inbox.
• Initiate on boarding new customer set up process.
• Review Scheduling Software for availability and assist in job planning.
• Work with Service Team Lead with assessing time constraints and technician ability in order to optimize job completion.
• Review customer special instructions to ensure requirements are met.
• Call customers to confirm GPC coming on-site. Calls should be made in advance conforming to customer’s request.
• Note within Navision (the company’s enterprise resource planning tool) all customer interactions, job status, tech notes, customer calls, etc.
• Reviews all Service Orders once completed in order to be reconciled and/or further action is needed.
• Follow up on service jobs to ensure a high level of customer satisfaction.
• Provided back up to other roles as needed.

Qualifications:

• High School degree or equivalent required.
• 3 - 5 years of office experience required.
• 2 - 3 years of customer service experience required.
• Ability to work under pressure and maintain calm and collected.
• Must be comfortable assisting customers over the phone.
• Ability to multitask and manage deadlines.
• Highly detail-oriented and organized.
• Proven verbal and written English communication skills.
• Strong working knowledge of Word, Excel, and Outlook required.
• Familiarity with Navision system desirable.

Working at GPC:
Our work environment is close knit, friendly, and focused on both the professional and family values of our employees and business.
We provide our employees with a highly supportive environment where everyone has the opportunity to use their unique skills and abilities to be successful in their career and as part of our team. As a result, we become indispensable to our customers by providing industry expertise, quality products, and exceptional service.
We will do whatever it takes!
PM21

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Referral program

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Work Location: In person

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