Service Center Coordinator
Greensboro, NC, US, 27409
Transport is at the core of modern society. Imagine using your expertise to shape sustainable transport and infrastructure solutions for the future. If you seek to make a difference on a global scale, working with next-gen technologies and the sharpest collaborative teams, then we could be a perfect match.
Service Market Logistics (SML), part of Volvo Group Trucks Operations, serves all brands and business areas by managing and optimizing service parts availability and distribution to secure customer uptime. Through our operations, we provide world class service focusing on delivery precision, quality, continuous improvement, cost efficiency and synergies delivering value all the way to our customers. We embrace innovation and new technologies and work with environmental care and sustainability at heart.
Our footprint consists of 40 distribution centers and 3,800 employees worldwide, and we strive for an innovative and diverse workplace, exercising the Volvo Group values with high focus on Customer Success. We are Proud to Deliver. Making a Difference. For People. Every Day.
SML North America (NA) is a part of SML and has about 1,000 employees across the United States, and Canada. We operate the Central Distribution Center in Byhalia, MS as well as Regional Distribution Centers across the NA region.
- We are looking for a Service Center Coordinator located in Greensboro, NC and will report to a Service Center Supervisor. We are a high performing team that welcomes all and varied backgrounds.
- The Customer Service Center Coordinator serves as the frontline representative of the company, responsible for delivering exceptional service experiences to customers through various communication channels such as phone, email, and forms. This person resolves inquiries, issues, and requests efficiently while maintaining a professional and empathetic demeanor, ensuring customer satisfaction and loyalty.
- You will become a front-line member of Service Center team that provides a blend of customer service as well as problem solving specialist for a range of customer requirements.
- Our goal is to continually improve customer experience. Volvo customer Service Center utilizes different systems to conduct customer interactions via phone and email. The Service Center Coordinator role is critical in capturing the voice of the customer and strives to provide the best possible customer experience, while meeting or exceeding customer expectations.
- The hours for this position are either Monday through Friday, 8:00AM to 5:00PM or 10:00AM to 7:00PM. This position is located full-time in our Greensboro, North Carolina office.
Description/Responsibility:
• Create a world-class customer experience by providing passionate customer service through customer engagement.
• Work collaboratively with team members and other departments to resolve customer issues.
• Network with internal departments (Procurement, Parts Planning, Pricing, Warehouse Operations, Carrier management, Suppliers etc.) to facilitate optimal resolution on all Aftermarket Parts inquiries.
• Quickly learn and assimilate new technology using available tools and resources to efficiently troubleshoot and interpret data to solve client needs.
• Demonstrates a foundational AI mindset by leveraging available AI tools to enhance efficiency and continuous learning.
• Actively listen and assess client needs, autonomously utilize tools and training to find solutions to those needs, and take ownership of the interaction until final resolution
• Demonstrates empathy by actively listening, understanding diverse perspectives, and responding with care to build trust and strong relationships.
• Strong troubleshooting mindset and demonstrated ability to problem-solve by first attempting to resolve independently, then by collaborating cross-functionally as needed, and escalating only when necessary.
• Detail oriented, decisive and highly motivated with excellent follow-through ability
• Excellent interpersonal skills, including strong verbal skills, proven listening skills, empathetic, well-organized manner via telephone and email.
Minimum Education and Experience:
- The ideal candidate for this position has a bachelor’s degree or equivalent.
- Two plus years’ experience with Supply Chain and/or Customer Service operations required.
- Excellent written and oral communication skills in English is required, as all documentation is in English.
Who we are and what we believe in
We are committed to shaping the future landscape of efficient, safe, and sustainable transport solutions. Fulfilling our mission creates countless career opportunities for talents across the group’s leading brands and entities.
Applying to this job offers you the opportunity to join Volvo Group. Every day, you will be working with some of the sharpest and most creative brains in our field to be able to leave our society in better shape for the next generation. We are passionate about what we do, and we thrive on teamwork. We are almost 100,000 people united around the world by a culture of care, inclusiveness, and empowerment.
Group Trucks Operations encompasses all production of the Group’s manufacturing of Volvo, Renault and Mack trucks, as well as engines and transmissions. We also orchestrate the spare parts distribution for Volvo Group’s customers globally and design, operate and optimize logistics and supply chains for all brands. We count 30,000 employees at 30 plants and 50 distribution centers across the globe. Our global footprint offers an opportunity for an international career in a state-of-the-art industrial environment, where continuous improvement is the foundation. As our planet is facing great challenges, we - one of the largest industrial organizations in the world - stand at the forefront of innovation. We are ready to rise to the challenge. Would you like to join us?
Nearest Major Market: Greensboro