Definition:
 
Is responsible for the review, correction and processing of installation, service and delivery paperwork, including signed delivery tickets, receiving verification, punch lists information, returns and various department reports.  Works closely with the department Schedulers in the day-to-day activities of scheduling, and Sales, Sales Coordinators and Project/Account Managers.
 
Responsibilities and Duties:
 
Work Order Management:
 

• Collects and reviews all field paperwork daily; sorts and distributes pertinent information to correct internal parties such as open issue items, damages, etc.
• Complete processing of delivery tickets and service orders in accordance with established procedures.
• Enters timesheet hours into Hedberg Resource Management.
• Responsible for updating labor lines with sell prices for all hours billable using correct rates.
• Contacts crew members directly for clarifications and corrections.
• Create and manage orders for Operations personnel.
• Solicits project schedules from Sales, Sales Coordinators and Project/Account Managers to “soft schedule”.
• Continuously updates the off-line schedule and “Delivery Ticket Status” codes in Hedberg as dates/status is revised.
• Updates the status of orders in Hedberg.
• Manages product returned to the warehouse; ensures timely resolution and disposition.
• Monitors and validates the delivery status on Goods Received not Delivered report.
• Compiles and input data into various metrics-reporting databases for measuring and monitoring purposes.
• Ensures that metric reporting is completed in a timely manner and meets established deadlines.
• Trouble shoots problems.
• Provides back-up support for Schedulers.
• Maintains the open issue database to include entering open issues and tracking resolutions.
• Runs delivery ticket reports, ensures tickets are accounted for and closed out in a timely manner.
   
   
  Qualifications
   
  Skills & Abilities:
• Strong math aptitude.
• Solid interpersonal skills that enhance a team environment.
• Strong ability to problem solve independently with a sense of urgency.
• Positive and upbeat attitude with customer service orientation.
• Intermediate PC Skills: Word and Excel.
• Uses clear and professional communication, both verbal and written.
• Is detail-oriented and organized with the ability to multi-task.
• Works well in a multi-task team environment.
   
  Level of Education/Training/License:
   
• Bachelor’s degree preferred.
   
  Experience:
   
• Two-plus years' customer service experience.
• 2-4 years administrative experience.