Department:   Rail Production Repair Center Job Status: Full-time

FLSA Status:   Non- Exempt   Reports To: Production Supervisor - Rail

Grade/Level:   Hourly Amount of Travel Required: Less than 5%

Work Schedule:   M-F Positions Supervised:  0

POSITION SUMMARY

The Repair Customer Service Coordinator is responsible for overseeing and managing customer inquiries related to repairs, ensuring a seamless and positive experience for clients. This role serves as the primary point of contact between the company and its customers, coordinating repair orders, tracking progress, reporting, and communicating status updates.

ESSENTIAL FUNCTIONS

Reasonable Accommodations Statement

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Essential Functions:

• Customer Interaction & Support:

• Act as the primary liaison for customers regarding repair inquiries, providing prompt and accurate information.

• Respond to customer emails, calls, and other communications to address repair-related questions and concerns.

• Maintain a high level of customer satisfaction by ensuring timely responses and resolution of issues.

• Repair Order Coordination:

• Receive and process repair orders from customers, ensuring all necessary information is collected.

• Coordinate with the Rail Production team to schedule and prioritize repair work according to customer needs.

• Track and monitor the progress of repairs, ensuring timelines are met and any delays are communicated to the customer.

• Documentation & Reporting:

• Maintain accurate records of all repair orders, customer interactions, and communications.

• Prepare and distribute regular reports on repair status, customer feedback, and other relevant metrics.

• Ensure all documentation complies with company policies and industry regulations.

• Cross-Department Collaboration:

• Work closely with production, quality assurance, and logistics teams to ensure smooth and efficient repair processes.

• Collaborate with the Sales and Customer Service departments to align repair services with customer contracts and expectations.

• Provide feedback to internal teams to improve processes and enhance customer service.

• Continuous Improvement:

• Identify areas for improvement in the repair coordination process and suggest actionable solutions.

• Participate in regular team meetings to discuss customer feedback, repair challenges, and process enhancements.

• Stay updated on industry trends and best practices to maintain a high level of service.

   

  REQUIREMENTS:

• Education: High School diploma or equivalent required. Associates or Bachelor’s degree in Business, Communications, or related field preferred.

• Experience: At least 5-7 years of relevant experience in customer service or quality assurance, preferably within a manufacturing or production environment. Experience in coordinating repair services or working within a production setting is highly desirable.

• Technology Skills:  P roficiency with Microsoft Office Suite, including Teams, Word, Excel, and PowerPoint.

• Certificates & Licenses:  N/A

   

  Other Requirements:

• Experience with electrical testing.

• Excellent organizational skills and attention to detail.

• Exceptional communication and interpersonal skills, with the ability to collaborate effectively across all levels of the organization.

• Ability to multitask and manage multiple priorities in a fast-paced environment.

• Problem-solving skills and the ability to handle difficult customer situations with professionalism.

  PHYSICAL DEMANDS

  Physical Demands

• Keying/typing, sitting, standing, walking

• Constant mental and/or visual attention; the work is either repetitive or diversified requiring constant alertness in an office environment

• The job is typically performed under comfortable working conditions; any disagreeable elements are generally absent during normal performance of the job

• Compliance with company attendance standards

• The noise level in the work environment is usually quiet in office settings and moderate in other situations.

   

  It is the policy of Luminator to ensure equal employment opportunity without discrimination or harassment on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, age, disability, marital status, citizenship, national origin, genetic information, or any other characteristic protected by law. Luminator prohibits any such discrimination or harassment.

  The above described responsibilities and requirements are a general guide for the role you are applying for and are not all inclusive of the job requirements.

  Luminator Technology Group does not accept staffing agency candidates for our postings.

  All positions posted are required to be in office unless otherwise posted.

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