Lapierre USA is the sales and service division of a premier maple sugaring equipment manufacturer located in Swanton, Vermont. The company sells equipment and supplies across the Northern United States through coordination with a team of dealers and sales representatives, supported by Administration and Shipping teams. We are seeking a Service Coordinator to oversee daily service activity and manage the service ticket process for the U.S. service team. Responsibilities include scheduling, documenting customer concerns and needs, preparing cost estimates, updating clients on repair status, and processing and validating warranty claims. This individual will also assist the Administration team in securing the necessary parts to complete timely customer repairs. The Service Coordinator will serve as a primary point of contact for customers and dealers, translating technical issues into clear, easy-to-understand communication that improves the customer experience.
This position reports to the General Manager of Lapierre USA. It is critical that this individual share and exemplify the organization’s core values: Honesty, Respect, Accountability, Team Spirit, and Customer Orientation.
Key Responsibilities
- Customer consultation: Use a customer-first approach to listen to requests, inspect equipment, document symptoms, create estimates when needed, forward leads to the sales team, and manage the customer experience related to services being provided.
- Scheduling: Enter repair tickets, prioritize work, and manage schedules to complete repairs in coordination with Service Technicians both in-house and on the road.
- Communication: Maintain regular updates on schedules and repair status for customers and staff. Document interactions with the service team and customers for follow-up throughout the process. Strong verbal and written communication is essential to success in this role.
- Problem solving: During peak season, identify solutions that help keep customers operational during critical periods. This requires creativity and the ability to coordinate with multiple departments in a fast-paced, dynamic environment.
- Documentation: Manage the service ticket process and ensure proper sales orders are generated at the completion of each service so they can be processed by the Shipping and Administration teams as needed.
Requirements
- Education: High school diploma or GED.
- Experience: Previous experience in a customer service role, preferably within a service environment.
- Software skills: Proficiency in Microsoft Office; experience with ERP software is a plus.
- Communication: Strong verbal and written communication skills; ability to speak French is a plus.
- Attributes: Excellent problem-solving skills, strong attention to detail, and the ability to adapt to a dynamic, fast-paced environment.
- Physical requirements: Ability to lift up to 50 pounds and sit or stand for extended periods of time as required.
Salary and Benefits
- This is an hourly position with minimal overtime required throughout most of the year and on-call responsibilities from January through April. The hourly rate will vary depending on ability and experience, ranging from $25 to $30 per hour.
- 401(k) with company match.
- Health insurance available.
Pay: $25.00 - $30.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Employee discount
- Paid time off
Work Location: In person
