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    "requisitionDescription": "<div><div><div><div><p><strong><u>JOB SUMMARY</u></strong></p><p>The Customer Service Coordinator leads the day-to-day operations of the Customer Service team, ensuring consistent, accurate, and timely execution of all commercial and transactional activities across the quote-to-cash cycle. This role oversees RFQ processing, quotation quality, order management, customer communication, and cross-functional coordination with Planning, Logistics, Quality, Sales, and Finance.<br data-pasted=\"true\">&nbsp;The Coordinator ensures process discipline, supports inside sales growth, removes roadblocks for the team, and drives continuous improvement to achieve customer satisfaction and commercial excellence.<br>&nbsp;Create &amp; follow up strategies with the Channel Partners to ensures the goals &amp; growth strategies, participate in the Sales Budget &amp; Growth Play Book, and participate and execute projects continuous operation improvements and or sales. &nbsp;</p><p><br></p><p><strong><u>PRINCIPAL DUTIES AND RESPONSIBILITIES</u></strong></p><div align=\"center\" data-pasted=\"true\"><table border=\"0\" cellspacing=\"0\" cellpadding=\"0\" width=\"100%\"><tbody><tr><td style=\"width: 100%;\"><p><strong>&nbsp;</strong></p><p><strong>1. Team Leadership &amp; Daily Operations</strong></p><ul><li>Supervise and coach a team of Customer Service Specialists, ensuring adherence to established processes, service levels, and commercial policies.</li><li>Assign and prioritize daily work across RFQs, quotations, order entry, follow-ups, and customer requests.</li><li>Monitor workload distribution to maintain team efficiency and responsiveness.</li><li>Guide complex cases such as deviations, exceptions, margin validations, delivery challenges, and customer escalations.</li></ul><p><strong>2. Process Governance &amp; Transactional Oversight</strong></p><ul><li>Ensure accurate and consistent execution of the full quote-to-cash process:<br><strong>RFQ &rarr; Quotation &rarr; Follow-up &rarr; PO Validation &rarr; Order Entry &rarr; Production Monitoring &rarr; Shipping &rarr; Post-Sales.</strong></li><li>Validate accuracy of quotes and sales orders, ensuring pricing, terms, and internal approvals are properly applied.</li><li>Oversee timely registration of RFQs, quotations, and orders in SAP and CRM/Salesforce.</li><li>Establish and monitor KPIs for the team (RFQs processed, quote response time, quote-to-order conversion rate, backlog health, on-time acknowledgments, etc.).</li></ul><p><strong>3. Cross-Functional Coordination</strong></p><ul><li>Serve as the primary liaison between Customer Service and internal functions including Sales, Planning, Production, Logistics, Finance, and Quality.</li><li>Lead weekly meetings with Sales and Planning to review order status, delays, risks, and upcoming priorities.</li><li>Facilitate communication between the Specialists and internal departments to resolve issues quickly.</li><li>Support Sales with information on pipeline status, customer performance, delivery updates, and margin adherence.</li><li><u>Assist Accounts Receivable with follow-up on past-due invoices while maintaining strong customer relationships.</u></li></ul><p><strong>4. Customer Communication &amp; Escalation Management</strong></p><ul><li>Handle escalated issues from key accounts, ensuring timely and professional resolution.</li><li>Support the Specialists with challenging customer interactions, delivery conflicts, warranty issues, or commercial disagreements.</li><li>Provide consistent communication to customers regarding order status, risks, and commitments.</li><li>Maintain strong customer relationships and ensure service satisfaction benchmarks are met.</li></ul><p><strong>5. Inside Sales &amp; Commercial Support</strong></p><ul><li>Support inside sales efforts by tracking follow-up activity on open quotations and improving conversion rates.</li><li>Review pricing governance, margin compliance, and exception requests before escalating to Sales/Product Line for approval.</li><li>Identify opportunities to improve quoting accuracy, product positioning, and customer experience.</li><li>Contribute to commercial initiatives, campaigns, and new product introduction support.</li></ul><p><strong>6. Reporting, KPIs &amp; Continuous Improvement</strong></p><ul><li>Track, analyze, and report team KPIs, service performance, and transactional accuracy.</li><li>Identify process gaps and lead improvement initiatives to optimize cycle times, communication flow, and system utilization.</li><li>Ensure data integrity in SAP, CRM, and all tracking tools, promoting clean reporting and commercial visibility.</li><li>Lead the implementation of new tools, workflows, or cross-functional alignment mechanisms.</li></ul><p><strong>7. Training, Development &amp; Compliance</strong></p><ul><li>Train new team members on processes, systems, customer handling, and quoting standards.</li><li>Ensure team adherence to pricing policies, margin governance, discount approval workflows, and commercial guidelines.</li><li>Maintain updated work instructions, SOPs, and documentation for the Customer Service department.</li><li>Support internal audits and drive compliance with company policies and quality standards.</li></ul><p><strong>8. LTC &ndash; Training Courses&nbsp;</strong></p><ul type=\"disc\"><li>Coordinate successful delivery of customer facing training classes (i.e. catering, event planning, logistics etc.)</li></ul><p><strong><u>KNOWLEDGE, SKILLS, &amp; ABILITIES</u></strong></p><ul data-pasted=\"true\"><li>Leadership &amp; Team Coordination</li><li>Customer Focus</li><li>Commercial Acumen</li><li>Process Discipline &amp; Governance</li><li>Cross-Functional Collaboration</li><li>Problem Resolution &amp; Decision-Making</li><li>Communication &amp; Influencing</li><li>Continuous Improvement Mindset</li><li>Time Management &amp; Prioritization</li></ul><p><strong><u>EDUCATION &amp; REQUIREMENTS</u></strong></p><div align=\"center\" data-pasted=\"true\"><table border=\"0\" cellspacing=\"0\" cellpadding=\"0\" width=\"100%\"><tbody><tr><td style=\"width: 100%;\"><p><strong><u>&nbsp;</u></strong><strong><u>Qualifications &amp; Requirements</u></strong></p><ul><li>Bachelor&rsquo;s degree in business administration, Engineering, Supply Chain, or related field.</li><li>4+ years of experience in customer service, inside sales, commercial operations, or order management (manufacturing/industrial preferred).</li><li>Prior team leadership experience is highly preferred.</li><li>Strong knowledge of SAP, Salesforce/CRM systems, and commercial approval workflows.</li><li>Excellent communication, conflict resolution, and stakeholder management skills.</li><li>Ability to lead a team in a fast-paced environment while maintaining accuracy and quality.</li><li>Strong analytical, problem-solving, and organizational capabilities.</li></ul><p><strong><u>Preferred Education / Experience</u></strong></p><ul><li>BS/BA in related discipline (engineering, business, marketing, etc.)</li><li>BSEE Power Systems emphasis</li><li>4-6 years sales or customer service experience in the related industry (industrial, oil, gas, utilities, etc.)</li><li>2+ years of successful experience in power systems and/or substation experience and successful demonstration of Principal Duties and Responsibilities as presented above.</li></ul><p>&nbsp;</p><p><strong><u>&nbsp;</u></strong></p></td></tr></tbody></table></div><p><br></p></td></tr></tbody></table></div></div></div></div></div>\n",
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