This is a non-supervisory role responsible for ensuring customer satisfaction in the management of warranty services and support. The Service Coordinator will interact with customers, sales teams, and technicians to coordinate services and resolve issues promptly.

KEY RESPONSIBILITIES:

• Adhere to safety protocols and actively engage in the company’s Accident Prevention Program.


• Understand customer requirements and provide clear commitments based on VPI’s capabilities, communicating those commitments via email, phone, text, etc.


• Demonstrate advanced proficiency in Microsoft Office, including Outlook, Word, and Excel.


• Possess knowledge of the construction industry and a basic understanding of window technology.


• Collaborate effectively with customers, the sales team, and field service technicians to promptly address service requests.


• Independently make decisions to fulfill customer needs, such as contracting third-party subcontractors, ordering specialized equipment, obtaining permits, or hiring temporary labor.


• Process and confirm customer orders and quotations using the company’s ERP system.


• Prepare and distribute change order requests and process credit card authorization forms as needed.


• Schedule service work using systems like Cantor, Salesforce, SharePoint, and Procore.


• Maintain strong communication with jobsite professionals, serving as the point of contact for all aspects of service, including scheduling, production, delivery, and completion of punch lists.


• Perform additional administrative tasks as needed.

WORKING CONDITIONS:

• Primarily office-based.


• Occasional lifting of up to 25 lbs.


• Stationary work environment.

SCHEDULE:

• This position typically requires 40 hours per week, Monday through Friday. Additional hours may be required during peak business periods. Availability within standard VPI customer service hours is necessary.

Experience:

• A two-year college degree or five years of experience in the construction or manufacturing industry.


• Experience with database software and the ability to quickly learn new systems.


• At least 2 years of experience in a customer service role.

REQUIRED SKILLS & QUALIFICATIONS:

Skills:

• Strong attention to deadlines and detail.


• Ability to work independently with minimal supervision.


• Excellent verbal and written communication abilities.


• Skilled in managing difficult conversations and resolving conflicts.


• Proven problem-solving capabilities.


• Highly proficient in Microsoft Office applications.


• Competent in basic data entry tasks.


• Team-oriented, able to work effectively with a diverse workforce.


• Capacity to manage multiple tasks simultaneously and professionally.


• Strong mathematical skills.