Customer Support Specialist providing exceptional assistance to policyholders, agencies, and contractors. Supporting inquiries related to underwriting, billing, policies, and claims.
PW
Onsite Customer Service Coordinator
Posted 3 hours ago
About the role
- Customer Service Coordinator overseeing day-to-day operations of the Customer Service team in Dallas. Ensuring process discipline and driving continuous improvement for customer satisfaction and commercial excellence.
Responsibilities
- Supervise and coach a team of Customer Service Specialists, ensuring adherence to established processes, service levels, and commercial policies.
- Assign and prioritize daily work across RFQs, quotations, order entry, follow-ups, and customer requests.
- Monitor workload distribution to maintain team efficiency and responsiveness.
- Guide complex cases such as deviations, exceptions, margin validations, delivery challenges, and customer escalations.
- Ensure accurate and consistent execution of the full quote-to-cash process: RFQ → Quotation → Follow-up → PO Validation → Order Entry → Production Monitoring → Shipping → Post-Sales.
- Validate accuracy of quotes and sales orders, ensuring pricing, terms, and internal approvals are properly applied.
- Oversee timely registration of RFQs, quotations, and orders in SAP and CRM/Salesforce.
- Establish and monitor KPIs for the team (RFQs processed, quote response time, quote-to-order conversion rate, backlog health, on-time acknowledgments, etc.).
- Serve as the primary liaison between Customer Service and internal functions including Sales, Planning, Production, Logistics, Finance, and Quality.
- Handle escalated issues from key accounts, ensuring timely and professional resolution.
- Support inside sales efforts by tracking follow-up activity on open quotations and improving conversion rates.
Requirements
- Bachelor's degree in business administration, Engineering, Supply Chain, or related field.
- 4+ years of experience in customer service, inside sales, commercial operations, or order management (manufacturing/industrial preferred).
- Prior team leadership experience is highly preferred.
- Strong knowledge of SAP, Salesforce/CRM systems, and commercial approval workflows.
- Excellent communication, conflict resolution, and stakeholder management skills.
- Ability to lead a team in a fast-paced environment while maintaining accuracy and quality.
- Strong analytical, problem-solving, and organizational capabilities.
- BS/BA in related discipline (engineering, business, marketing, etc.) preferred.
- BSEE Power Systems emphasis.
- 4-6 years sales or customer service experience in the related industry (industrial, oil, gas, utilities, etc.) preferred.
- 2+ years of successful experience in power systems and/or substation experience and successful demonstration of Principal Duties and Responsibilities as presented above.
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