• Build and maintain positive, professional relationships with national account customers and service affiliates
• Communicate effectively via phone and email to address inquiries, provide updates, and resolve issues promptly
• Act as a liaison between customers and vendors to ensure seamless service delivery
• Oversee and manage the dispatch process for service calls, ensuring proper prioritization and timely resource allocation
• Request, review, and submit proposals for additional repairs/services or to correct deficiencies
• Follow up with affiliates after inspections to ensure reports, paperwork, and invoices are submitted on time
• Review the Call Analysis report and provide work order status updates to the account manager
• Review and manage the exception queue and markup queue daily
• Verify paperwork for completeness and accuracy, including ensuring amounts on customer POs are correct prior to markup
• Perform accurate markup/pricing for service and inspection calls before submitting to Accounts Receivable
• Maintain strong attention to detail across documentation, invoices, exceptions, and inspection reports
• Support continuous improvement, operational excellence, and customer satisfaction initiatives

Qualifications:

• Associate's degree or equivalent work experience in customer service or order management.
• Proven ability to manage complex processes and collaborate effectively cross-functionally
• Exceptional attention to detail and accuracy in documentation and review processes
• Ability to work in a fast-paced environment and manage multiple tasks simultaneously
• Strong verbal and written communication skills
• Proficiency in Microsoft Office Suite (Excel, Outlook); experience with work order systems such as Microsoft Dynamics Great Plains a plus
• Strong analytical, problem-solving, and workflow-resolution skills