The Service Excellence Coordinator is responsible for driving service performance across the plant by analyzing operational trends, resolving workflow constraints, and leading cross-functional initiatives to ensure on time delivery and customer satisfaction. This role exercises independent judgment to prioritize issues, recommend solutions, and influence operational decisions that impact key performance indicators (KPIs), including back orders, lead times, and delivery performance.
- Act a single escalation point for complex service and delivery issues, determining appropriate resolution strategies while ensuring timely follow up.
- Analyze backorders, production flow, and KPIs to identify risks to on time delivery (OTC); develop and implement corrective action plans
- Lead cross-functional coordination between Operations, Supply Chain, Quality and Customer Service to resolve systematic issues impacting delivery performance.
- Partner with purchasing and planning teams to ensure materials align with production priorities.
- Liaison warranty orders to ensure progress through manufacturing, OTC and delivery.
- Investigate customer complaints and non-conformance issues
- Participate in audits, inspections, and quality reviews; identify trends and recommend systemic improvements.
- Assess operational and service related training needs across departments based on KPI performance, audit findings and observations.
- Design, develop and deliver training related to service excellence and quality standards.
- Promote and reinforce safety, quality and delivery standards within all initiatives.
- Bachelor’s degree preferred and 5+ years of experience, or equivalent.
- Proven experience in working with MRP in a manufacturing environment is required; Microsoft Dynamics AX preferred
- Must be self-directed with a high level of personal integrity (self-esteem, confidence, honesty, and respect).
- Strong attention to detail, analytical and problem-solving skills
- Strong communication and conflict management skills are essential, along with ability to influence and collaboration skills
- Must be flexible in an ever-changing environment and have a willingness to be cooperative in day-to-day activities.
- Ability to effectively handle multiple tight timeline situations and prioritization skills.
