Mitsubishi Heavy Industries America, Inc. (MHIA) is looking for a Regional Customer Service Coordinator to join our team. This is a hybrid opportunity at our Hunt Valley, MD location.
ABOUT MITSUBISHI HEAVY INDUSTRIES AMERICA, INC. (MHIA):
For over 130 years Mitsubishi Heavy Industries (MHI) Group’s innovative and integrated solutions have demonstrated our commitment to creating a positive social impact around the globe. Our range of products and services are tailored to meet our customers’ evolving needs across the commercial aviation, energy, transportation and infrastructure, machinery, defense, and space systems sectors.
Our culture embraces diversity and cooperation, and we promote a healthy balance of professional and personal development, ensuring that your ideas and expertise are valued and respected.
SCOPE:
Through the years and continuing through today, Mitsubishi Heavy Industries America Corrugating Machinery Division (CMD) serves the growing, dynamic packaging industry with leading edge equipment systems, sales, parts, technical and field support, making it one of the most respected suppliers to converters in North and Central America.
The Regional Customer Service Coordinator’s primary responsibility is to ensure the smooth operation of our service schedule by effectively coordinating with customers and assigning tasks to our team of Field Service Technicians. This role plays a crucial role in maintaining high levels of customer satisfaction through efficient communication and organization.
JOB RESPONSIBILITIES
- Coordinate and confirm service schedule (Rebuilds, Regular service jobs, Contracts, New installs, and Warranties) to provide support to Field Service Technicians and customers.
- Manage daily service requests.
- Process customer purchase orders for regular service work, Contracts, Rebuilds and create a service order job accordingly.
- Work with the supporting customer service engineers to maintain accurate schedule and workflow.
- Follow up with customers to ensure proper resolution to problems as directed and communicate with customers to keep up to date with service schedule.
- Send new/renewal quotes to customers for any contracts and schedule/update the log and SAP.
- Confirm weekly contracts jobs with each plant (POC, List of issues) for assigned region.
- Work with the regional CSC team regarding weekly billing.
- Enter/coordinate new Rebuilds/ Regular service jobs/Contracts/Warranties and New installs to schedule (Kintone) based on each region.
- Coordinate contractor scheduling and logistics to support service work (Habasit, AIS, TradeMark, 4D Mechanics).
- Collect and file Purchase Orders (POs) for jobs.
- Solicit new customers and offer our contracts agreements.
- Communicate with Field Service Technicians regarding their upcoming jobs.
- Update SAP with Operator Number.
- Assist Customer Service Manager as directed.
QUALIFICATIONS & SKILLS
- Experience - At least two (2) years of related administration/customer service experience.
- Education Requirement: High School Diploma/GED. Associate degree preferred.
- Special Skills/Training/Certification
- Excellent problem-solving skills.
- Ability to work in a fast-paced changing environment.
- Exceptional organizational skills and attention to detail are required.
- SAP experience would be very helpful.
- Excellent communication skills (verbal and written).
- Proficient in MS Office Word and Excel.
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- Computer and usual peripherals and standard office equipment.
WORKING CONDITIONS:
- Travel: Up to 10%
- Weekend/late night work if applicable: May be occasionally required.
- Lifting/physical requirements: Regularly required to sit for long period, stand, walk, talk and/or hear. Frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.
Why Should You Apply?
- Excellent Benefits (Medical, Dental, Vision & 401K Matching)
- Excellent growth and advancement opportunities
- Paid vacation, sick time and 15 holidays
- Committed to quality products and services.
- Great working environment and culture
MHIA is an Equal Employment Opportunity (EEO) employer actively seeking to diversify the workforce and is committed to a policy of equal employment opportunity. Therefore, all qualified applicants regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, disability, veteran status or any other legally recognized protected basis under applicable law, are strongly encouraged to apply.
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