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Technical Customer Service Coordinator 1
Technical Customer Service Coordinator 1AHT Cooling Systems USA, Incorp • Fountain Valley, CA, US
Technical Customer Service Coordinator 1

Technical Customer Service Coordinator 1

AHT Cooling Systems USA, Incorp • Fountain Valley, CA, US
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Job Description

Job Description

Description : Role Objective :

This position is responsible for delivering first-level technical support for all AHT products and services, including both warranty and non-warranty inquiries. The role plays a critical part in managing part orders, coordinating third-party repair dispatches, and processing related invoicing. Additionally, this position supports sales operations at the California showroom, ensuring a seamless customer experience across both technical and sales functions.

Primary Responsibilities :

  • Provide customers with pricing details and assist in identifying required parts and accessories for support tickets.
  • Deliver first-level technical support via the phone queue.
  • Escalate complex technical issues to senior support team members.
  • Maintain and update customer service portals with accurate work order information.
  • Generate spare parts quotes and process orders using Zoho.
  • Monitor and update freight costs daily; track shipments and communicate relevant updates to customers.
  • Submit purchase order requests for parts needed by AHT product support staff.
  • Create and manage work orders, sales orders, and customer invoicing in SAP.
  • Reconcile backorders and special-order documentation with outstanding SAP orders; follow up with customers and service staff as parts are received.
  • Expedite parts and coordinate special handling to minimize customer downtime.
  • Review, dispute, and enter vendor invoices for accounting processing.
  • Prepare and process credit and debit memos for customer adjustments.
  • Verify service work order accuracy and resolve any invoicing discrepancies.
  • Notify supervisors and managers of unusual issues, high-cost part requests, vendor backorders, and stock-related concerns.
  • Process return authorization requests for customer part returns.
  • Maintain accurate SAP data related to financials, schedules, and terms.
  • Develop a basic understanding of AHT products to assist with accurate parts identification.
  • Manage parts inventory and shipping from the California Showroom warehouse.
  • Open and close the California Showroom during business hours; greet walk-in customers and connect them with local sales representatives.
  • Participate in the weekend on-call rotation.
  • Perform additional duties as assigned.

Key Competencies :

  • Strong interpersonal, communication, and presentation skills.
  • Excellent organizational skills and attention to detail.
  • Proven ability to prioritize tasks and manage multiple issues simultaneously.
  • Requirements :

    Job Requirements & Expertise :

  • High School Diploma or GED required.
  • 2–4 years of experience in parts handling or a related field.
  • Working knowledge of refrigeration components.
  • 2–4 years of experience in service dispatching and invoicing.
  • Proven background in customer service and support.
  • Special Skills & Qualifications :

  • Strong clerical skills with accurate and efficient keyboarding abilities.
  • Experience in material handling, inventory movement, and warehouse operations.
  • Comprehensive understanding of parts flow and logistics.
  • Proficient in Microsoft Office Suite (Word, Excel, Outlook).
  • Demonstrated experience using SAP and Zoho platforms.
  • Physical Requirements :

  • Ability to stand, walk, or move around the work area : approximately 15% of the time.
  • Ability to bend, reach, twist, or stoop : approximately 10% of the time.
  • Frequent lifting of up to 10 lbs : approximately 5% of the time.
  • Occasional lifting of over 25 lbs : approximately 5% of the time.
  • Ability to work at a computer : approximately 85% of the time.
  • Minimal exposure to mechanical parts, extreme temperatures, or electrical hazards.
  • Occasional exposure (5%) to wet / humid conditions, elevated workspaces, airborne particles, or vibration.
  • Visual acuity required for computer work and document processing.
  • Hearing ability essential for safety and effective communication with team members, vendors, and customers.
  • Shift Information :

  • This is a 2nd shift position , with working hours from 10 : 00 AM to 7 : 00 PM PDT .
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