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.

About this company
MSA Safety Inc. is the global leader in the development, manufacture and supply of sophisticated safety products, instruments, and services...