Service and Parts Coordinator

Position Overview

The Luxury Service and Parts Coordinator works closely with Service team members, sales representatives and dealers to compose estimates for parts. The position completes both quoting and ordering parts, as well as communicating with manufacturing, scheduling and shipping to make sure orders are processed as expediently as possible.

Duties and Responsibilities

• Handle incoming calls and emails from Quaker dealers and sales representatives needing parts

• Prepare estimates for parts for Quaker dealers

• Enter Incoming Parts Orders into Quaker's Q1 system

• Schedule service appointments with the customer and service crew

• Evaluate warranty claims 

• Investigate errors and discrepancies in parts provided

• Process Return Merchandise Authorizations

• Track and report the accuracy and status of parts orders fulfillment

• Communicate parts order updates as needed to homeowners and outside Quaker personnel

• Expedite parts by locating them in the manufacturing facilities and preparing shipment or facilitation to service technician(s)

• Work with Expediter for Luxury Pack & Ship on rush orders

• Track No Charge Parts & present in monthly report

• Visit the production floor to investigate products

• Complete administrative duties such as faxing, scanning, making copies, filing, etc.

• Support the Service Manager and others in the department for a successful team atmosphere

• Continually work to grow relationships with Quaker dealers and sales representatives

• Gather and maintain an understanding of product warranty

• Become Proficient in Quaker's Q1 Quote and Order Platform

• Become Proficient Regarding the Quaker Luxury Window and Door Product Lines

• Prompt and regular attendance at an assigned work location.

• Interact and communicate with employees and customers in an appropriate manner.

• Availability on site to confer with staff members with whom the employee must interact on a regular basis.

• Communicate via email, prepare reports and work schedules.

• Review and analyze data and parts information.

• Plan, prioritize and monitor order activities.

• Complete assigned tasks or projects in a timely manner.

Supervisory Responsibility

No direct management or supervisory responsibilities.

Safety

Observe safety and security policies and procedures, including proper use of Personal Protective Equipment including but not limited to eye and toe protection; report potentially unsafe conditions; and use equipment and materials properly. Follow department-specific safety requirements during visits to the production floor.

Travel

No travel is required in this position.

Qualifications

An individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Proficient with Microsoft Office software: Excel, Word, Outlook

Preferred Education and Experience

The expectation is that the individual has achieved a minimum level of education and/or related expertise to qualify for this position.

• High School Diploma or a passed General Education Development test preferred
• Two years of administrative or office support experience

Competencies and Skills

• Excellent Written & Verbal Communication Skills
• Accuracy
• Personal Effectiveness / Credibility
• Discretion and Confidentiality
• Collaboration Skills
• Communication Proficiency
• Reliability
• Time Management

Position Type and Expected Hours of Work

This is a full-time position. Days and hours of work are Monday through Friday during normal business hours. Occasional evening and weekend work may be required as job duties demand.

Physical Demands The demands and environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This is primarily an office job and largely a sedentary role with frequent sitting. The position requires the ability to climb stairs, lift files, open filing cabinets, bend or stand as necessary. The employee may also occasionally be required to lift and/or move up to 25 pounds.

Work Environment

Although the employee will primarily be in an office setting, while performing the duties of this job, the employee may need to visit the factory and be exposed to climactic variations, fumes or airborne particles, various levels of vibration, and moving mechanical parts. Various types of Personal Protective Equipment might be required based on the employee's work location. The noise level in the office is usually low, but hearing protection may be advisable or required for prolonged visits to certain parts of the factory.

Other Duties and Responsibilities

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that may be required of the employee for this job. Duties, responsibilities and activities may change at the discretion of management at any time.

Equal Employment Opportunity Statement

Quaker is an equal opportunity employer. In order to provide equal employment and advancement opportunities to all individuals, employment decisions at Quaker will be based on merit, qualifications, abilities, and Quaker's needs and resources. Quaker does not discriminate in any employment opportunities or practices on the basis of race, color, religion, sex (including pregnancy, sexual orientation, and gender identity or expression), national origin, ancestry, age, disability, genetic information, military status, or any other category protected by law.