Job Description

Job Overview

We are seeking an energetic and highly organized Workflow Coordinator to oversee operations across two locations. This vital role involves managing daily workflows, coordinating communication between departments, mechanics, administration, sites, and ensuring smooth administrative processes. The ideal candidate will excel at multitasking, possess excellent organizational skills, and demonstrate a proactive approach to problem-solving. By maintaining efficient team management and fostering seamless collaboration, you will play a key role in supporting our team's productivity and service excellence.

Purpose & Scope

To ensure the smooth flow of service work orders, warranty claims, and customer communication across both locations by acting as the primary workflow manager and point of accountability.

Responsibilities

Coordinate daily workflows between the two locations and all departments to ensure operational efficiency and timely completion of all open customer orders.

Performance Expectations by Area

1. Interdepartmental Coordination

Act as the central communication point between Service, Parts, Sales, and Management. Ensure documentation of complete and accurate job notes and customer information. Communicate with Parts to confirm availability of required items before scheduling work. Keep managers informed of major job delays, cost concerns, or customer complaints. Streamline processes and create continuity across locations with clear understandings of expectations. Create, implement, and maintain metrics for all team member's work quality, collaboration, efficiency, and performance.

2. Work in Progress (WIP) & Workflow Management

Maintain a dated comment on open work orders, their status, and next action required. Follow each order from initiation to invoicing, ensuring no orders stall or are lost. Provide daily email updates to Service Supervisor regarding backlog and issues. Ensure all departments understand where each order is in the workflow.

3. Documentation & Administrative Accuracy

Keep service records, notes, and correspondence complete and up to date. Ensure that all required fields in the company's system are filled in. File and store records in compliance with company procedure for audits and warranty recovery.

4. Professional Standards & Company Representation

Maintain professional appearance and demeanor at all times. Provide excellent customer service that reflects positively on the company. Follow company procedures and policies regarding conduct, safety, and confidentiality.

5. Customer Communication & Call Handling

Answer all incoming calls promptly, professionally, and with courtesy. Gather complete and accurate details regarding customer needs (equipment type, serial number, reported issue, urgency, etc.). Log service requests into the system immediately and confirm customer details. Communicate estimated timelines, costs, and follow-up commitments clearly. Provide proactive updates to customers on order status, delays, or completions.

6. Work Order & Invoice Management

Open work orders accurately based on job type: standard service, warranty, or rework. Ensure proper coding and documentation for each type of order to support correct billing or vendor reimbursement. Attach all required notes, technician reports, and customer communications. Verify labor hours, parts usage, and outside vendor charges before closing. Maintain invoice accuracy and completeness for financial accountability.

7. Quoting & Estimates

Prepare detailed and accurate job quotes using labor time, parts pricing, and shop rates. Ensure quotes are approved before work begins, or if the quote changes. Follow up with customers on pending quotes to secure timely approval. Document quote acceptance or rejection clearly for audit purposes.

8. Warranty & Vendor Claim Processing

Understand warranty coverage requirements for each manufacturer/vendor. Correctly classify warranty jobs at work order creation. Submit all required documentation, photos, and claim forms to vendors. Track claims to ensure timely processing and reimbursement. Communicate with vendors to resolve denied or pending claims. Maintain accurate warranty claim records for company financial recovery.

Key Performance Indicators (KPIs):

Accuracy of work orders and invoices (>95%). Warranty claim reimbursement rate (>90% success). Customer satisfaction (positive feedback, minimal complaints). Timeliness of quotes and follow-ups (within 24 hours). Order backlog managed within company standards.

Requirements

Proven experience in office management or administrative roles with strong clerical skills and organizational abilities Proficiency in computer literacy including Microsoft Office Suite (Word, Excel, Outlook), Google Workspace (Gmail, Calendar), and QuickBooks or similar accounting software Excellent communication skills in English; bilingual abilities are a plus for supporting diverse clients and team members Experience with multi-line phone systems, front desk operations, and customer support environments Strong typing skills with attention to detail for data entry, proofreading, and document management Ability to manage multiple priorities effectively through excellent time management skills Previous experience in material handling roles is advantageous; relevant managerial experience is also valued
Join us as a Workflow Coordinator for Two Locations to help streamline operations across multiple sites! Your proactive attitude and organizational expertise will ensure our teams operate smoothly while delivering outstanding service. We're committed to providing a dynamic work environment where your skills can shine and grow!

Pay: From $68,000.00 per year

Benefits:

401(k) matching Dental insurance Health insurance Life insurance Paid time off Vision insurance
Application Question(s):

How many years of store management, in a service specific industry, do you have? How many years of experience do you have in a material handling equipment related industry? With service work, rental, sales, and parts departments?
Work Location: In person