Customer Support Coordinator

SUMMARY:

The Customer Support Coordinator is responsible for the delivery and put away of products in vending equipment and solutions in their market based on their weekly schedule while maintaining accurate inventory levels. They will ensure the vending machines are in proper working order and appear in optimal condition for the customer by performing routine maintenance and break/fix activities on DGI’s VMI solutions. Will serve as the conduit connecting the customer with sales and customer service ensuring that we are exceeding expectations on a weekly basis. The role will serve as a training ground and benchmark for future growth within the organization.

DUTIES AND RESPONSIBILITIES:

• Travels to and replenishes the inventory to multiple customer locations, performs repairs on vending equipment and is the primary respondent to any issues or problems


• Organize and pack van with inventory for deliveries and replenishment


• Load and unload product properly on DGI vehicles


• Ensures the DGI vehicle is clean and tidy by end of each business day; reports any vehicle maintenance issues


• Active and contributing member of the Daily Team Huddle


• Performs cycle counts to maintain inventory accuracy and work with inventory team to resolve any discrepancies


• Ensure there is clear communication of assigned vending accounts with internal departments where issues arises


• Provides after hours support for down equipment (less than 5% of the time)


• Perform weekly stock replenishment to all assigned accounts


• Assist APS OPS Tech Support in repairing any down systems


• Perform preventive maintenance to all equipment at each customer weekly


• Support customer requests for assistance during visits to their facilities


• Monitor reports to take action when needed (ex: Expedite Reports, Cycle Counting, ScaleMate Error, etc.)


• May update machine database including adding any new customer employees, pictures or descriptions as needed


• May assist in helpdesk functions when needed


• Perform basic sanitation duties on vending equipment and company vehicle to maintain a clean and safe environment


• Observe all safety policies and procedures of both DGI and Customer facilities; including the dress code and wears Steel Toed Shoes at all times


• As requested by their manager may occasionally provide warehouse support


• Adheres to the DoALL Fleet Vehicle Policy


• Other duties as assigned


• Reports to the APS Service & Support Supervisor, APS Service & Support Lead or APS Sales & Support Manager

SKILLS AND EXPERIENCE REQUIRED:

• Valid Driver’s License required with good driving record  


• Must successfully complete the full Canadian Controlled Goods Program (CGP)


• Compensation Range: $48,000 to $52,000 


• Ability to work individually and as part of a team


• Mechanically inclined and experience in basic mechanical repairs preferred


• High level of integrity and work ethic


• Passionate, Adaptable, Customer Focused and Teamwork oriented


• Strong sense of urgency and accountability


• Must be able to lift up to 50 pounds


• Solid experience in customer relations and time management


• Ability to identify and troubleshoot problems to resolve issues


• Strong verbal communication and presentation skills


• Excellent listening skills


• Strong written communication skills


• Basic Excel, Word and Outlook


• Basic Knowledge of computers and networking preferred


• Equivalent job-related experience preferred (AutoCrib, VMI, Inventory Management) 

This job description reflects management's assignment of essential functions, it does not prescribe or restrict the tasks that may be assigned.