Customer Support Coordinator

Who Are We?

Have you ever gone into a grocery store or convenience store for things like milk, bagged salads, or frozen pizza? The coolers and freezers you find those and other food products in are what we do!! Zero Zone is a manufacturer of reach-in and open refrigerated and frozen food display cases as well as the refrigeration systems that work behind the scenes to cool the cases, keeping the food fresh! We also make powerful industrial refrigeration systems for food warehousing, pharmaceuticals, and even ice rinks!

Our company is structured across 2 divisions - the Display Case Division, located in North Prairie, WI, Waukesha, WI, and Mukwonago, WI and the Refrigeration Systems Division, located in Ramsey, MN and Dyersville, IA.

What Are We Like?

At Zero Zone, you will be a valued member of the Zero Zone team, able to take ownership of your own career path. We believe in hard work, teamwork, collaboration, and respect, and we have grown through dedication to our Purpose: "Preserving customer valuables through refrigeration." For over 60 years, we have been a leader in refrigeration, and our people are well known for exceptional customer service. We also believe we are the COOLEST coworkers (pun intended)! This is an opportunity for you to make a difference in the refrigeration industry with one of the top leading manufacturers in the country! Come grow with us!!

What Can We Offer You?

• Vacation and Personal Hours (after only 30 days!)

• Competitive Wages

• Comprehensive Benefits Package (medical, dental, vision, life insurance, STD, LTD, AD&D, HSA/FSA, EAP)

• 401k and Profit Sharing

• 10 Paid Holidays

• Flexible Schedules

• Casual Dress Code

• Wellness Programs and Incentives

• Steel Toe Reimbursement

• Employee Engagement Programs

• One-time Home Computer Reimbursement

• And more!

What Will You Do?

Under the direction of the Service Technical Support Manager, the Customer Support Coordinator is responsible for providing administrative support to the Service and Warranty department including Field Service Technicians (FSTs) in the field. This position will provide customer service and problem-solving skills to ensure customer satisfaction through prompt action and follow up. The coordinator will be responsible for supporting the department by:

• Dispatch service requests for contract customers.

• Provide dispatching/invoicing information to customers or Sales Department.

• Review service dispatch requests, and then send service company to repair ZZ equipment installed under a contract warranty/service agreement.

• Have an understanding contract warranty/service agreement.

• Prepare and update weekly reports.

• RMA tracking and resolution.

• Utilize UPS to ship parts and provide backup on Service and Warranty parts ordering.

• Assemble proper documentation of billing/invoicing information for customers.

• Assist in the coordination of service work at customer sites when initial problem was not solved locally or not solved to the customer's satisfaction.

• Review service bills for customers with contract warranty/service agreement.

• Assist in maintaining of spreadsheets for customers with contract warranty/service agreements.

• Understand the order process procedure, form order placement through shipping for customers with contract warranty/service agreements.

• Maintain files of the orders placed by customers with contract warranty/service agreements.

• Develop understanding of IFS and how it relates to their position within company.

What Are We Looking For?

The requirements listed below are representative of the knowledge, skill, and/or ability required of you for this position:

• Two (2) year degree from an accredited program (Business, Engineering, or related field) is ideal.

• 3-5 years of administrative experience with emphasis on supporting engineering design and manufacturing build activities is preferred.

• Previous experience in customer service and/or manufacturing environment a plus.

• Extensive familiarity and advanced experience required for all Microsoft Office Suite programs, including Outlook, Excel, Word is required.

• Previous ERP software knowledge is required

• Excellent communication, including ability to write clearly and effectively to present ideas and document activities

• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

PHYSICAL & BEHAVIORAL: Reasonable accommodations may be made to enable individuals with disabilities to perform these functions:

• Regularly required to stand or walk; talk or hear; use hands to finger, handle, or feel objects, tools, or controls; and lift and/or move up to 25 pounds usually from the floor to waist level, up to 20 feet away

• Frequently is required to reach with hands and arms and stoop, kneel, crouch, or crawl

• Occasionally required to lift and/or move up to 75 pounds, usually from the floor to waist level, up to 20 feet away

• Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus

• Requires the use of safety glasses and steel-toed safety shoes

• Zero Zone expects all employees to behave and communicate in a manner which will facilitate good relations with customers, clients, co-workers, and supervisors: maintaining a positive work atmosphere

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