Service Coordinator
MSA, The Safety Company - Township of Cranberry, PA

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Description of duties and responsibilities:
  • Handles service and training related phone calls, emails and other communication from external and internal customers.
  • Serves as a liaison between the customer and field service personnel.
  • Serves as a customer advocate to provide various service options to ensure customer expectations are met.
  • Dispatches service and training requests to the appropriate field person.
  • Handles inventory transactions for field service and training personnel.
  • Performs all steps to process service orders on SAP system for field service and training personnel. Includes quotation, order entry, internal order assignment, delivery, picking, posting and invoicing.
  • Includes SAP order types OR, SV1, SV2, ZS, ZC and CR/DR.
  • May include ZR order type processing for Certified Training invoicing, processing of customer training requests, training class scheduling, class location assistance, trainer interfacing, training database entry, training certificate creation & mailing and training manual shipments.
  • May interface with credit & collections with respect to orders processed.
  • May enter credit card transactions or credit memos as needed.
Special knowledge, skills and abilities required:
  • Prior experience in a customer service capacity or service office capacity dealing directly with customers and technical staff.
  • Experience with windows based PC software such as Word, Excel, Access and Power Point.
  • Able to manage multiple priorities, emergencies and customer issues.
  • Ability to multi-task in a fast-paced environment.
  • Excellent customer service and communications skills required.
  • Ability to communicate on both technical and non-technical levels preferred.
  • Prior experience with SAP or order processing using similar business software preferred.
  • Familiarity with e-commerce programs for on-line invoicing and processing preferred.
Education and experience required: High School diploma. 2 years experience with MSA products or 2 years experience in customer service.
Preferred: Associates Degree in business, accounting or related discipline. MSA Product knowledge, customer service, SAP data entry.