Customer Service Coordinator (H)

About Us: Munters is a global leader in climate solutions for mission-critical processes. We offer innovative, efficient and sustainable solutions for customers in industries where controlling indoor humidity, temperature and energy efficiency is mission-critical. Climate control systems often account for a large percentage of the energy consumption in many of our customers’ operations. With an optimal climate system, we can help them to more efficiently use energy or water resources, and thereby reduce their climate and environmental impact. Sustainability is an important part of Munters’ business strategy and value creation. We pride ourselves on fostering a dynamic and inclusive work environment where our employees are valued members of the team and are given meaningful projects to work on.

Scheduling and Dispatching:

• Schedule HVAC service calls, installations, and maintenance appointments.
• Dispatch technicians based on skillset, location, and availability.
• Monitor and adjust schedules in real-time to accommodate emergencies or changes.

Customer Communication:

• Serve as the first point of contact for customer inquiries, complaints, and service requests.
• Provide updates to customers regarding service appointments and follow-ups.
• Maintain a professional and customer-focused demeanor at all times.

Work Order Management:

• Create, assign, and close work orders in the system.
• Verify the accuracy of work orders and ensure all required documentation is completed.
• Track and follow up on pending jobs to ensure timely resolution.

Coordination with Technicians:

• Communicate job details, instructions, and updates to technicians.
• Ensure technicians have the necessary tools, materials, and information for each job.
• Track technician performance and provide feedback to management.

Administrative Support:

• Maintain accurate records of service requests, invoices, and technician schedules.
• Assist with billing and invoice processing as needed.
• Generate reports on service operations, technician performance, and customer feedback.

Inventory and Equipment Management:

• Monitor inventory levels of HVAC parts and supplies.
• Coordinate with the purchasing department to replenish stock as needed.
• Ensure proper tracking of equipment and tools used by technicians.

Emergency Response:

• Manage after-hours service calls and dispatch technicians for emergency repairs.
• Prioritize urgent requests to minimize customer downtime.

Qualifications and Requirements:

• Education:
  • High school diploma or equivalent (required).
  • Associate’s or Bachelor’s degree in business, administration, or a related field (preferred).
• Experience:
  • 2+ years of experience in scheduling, dispatching, or coordinating (preferably in the HVAC or related industry).
  • Familiarity with HVAC systems and terminology is a plus.
• Skills:
  • Strong organizational and multitasking abilities.
  • Excellent communication and customer service skills.
  • Proficient in scheduling and dispatching software, as well as Microsoft Office Suite.
  • Problem-solving and critical-thinking skills.
• Other Requirements:
  • Ability to work in a fast-paced environment and handle high-pressure situations.
  • Flexibility to manage after-hours and emergency calls as needed.

Key Competencies:

• Customer-focused mindset.
• Teamwork and collaboration.
• Attention to detail and time management.
• Adaptability and quick decision-making.