Detail View

Adminstrative Suppport / Service Coordinator

Cedar Rapids, IA

Job Information

ABOUT SAXTON

Saxton is a commercial interiors company that has been in business since 1978. We believe that Space Matters. We live in a world where we are all shaped by our surroundings. Saxton helps clients intentionally shape their space and make smart investments to improve the places where people work, heal, live and learn.

CULTURE:
Saxton is a team based, collaborative, fast paced work environment. Our staff is passionate about seeking and solving problems. We approach chaos and challenges with a positive attitude. We embrace change and look to improve. We are life-long learners. We take initiative to own The Right Customer/Right Customer Experience. We think. We promote positive self-talk. We are grateful and communicate and challenge each other so we can grow and become the best versions of ourselves, therefore, creating the best version of our tribe. We are curious and are not afraid to enjoy the ride and get uncomfortable. We wear our client's shoes because we know that outcomes count.

SAXTON CREEDS:
Saxton is intentional designing the right culture and we stand in the following creeds:

Bring Your Best
• Choose Your Voice
• Stand in Gratitude
• Favor Transparency

Dare to be Great
• Enjoy the Ride
• Get Uncomfortable
• Be All In
• Own Your Work

Live a Legacy
• Wear the Shoes
• Outcomes Count
• Cultivate Connectivity

BRAND PROMISES:
We promise our clients that we will Lead the Way, Sweat the Details and Deliver a Wow Experience.
Learn more at saxtoninc.com.

ABOUT THE POSITION

ADMINISTRATIVE SUPPORT: This position has both an internal focus and external focus that are both vital to the success of our business. The Administrative Support side touches every department within the company and our clients. It's important for you to have clear communication skills and the ability to manage tasks of all kinds with a lens of happiness, even in chaotic moments. On a daily basis, this position sweats the details to ensure exceptional customer experience.

SERVICE COORDINATOR/LIVE WITH PROCESS: You are a one of the few positions that owns the Live With Process. Your typical day is made up of failure moments. Because of this you have the opportunity virtually every day to build customer loyalty. The client relies on you to welcome their problem, solve it with a smile, and seek to prevent further failure moments. Each day will present opportunities to create remarkable moments and build client loyalty. When customers interact with you, you have the opportunity to turn it into a positive experience and help earn the right to get additional business.

ORDER ENTRY/ORDER FULFILLMENT PROCESS: You are in a position t• make sure orders are processed efficiently, accurately, and effectively. Our clients and our internal staff rely on you t• approach the order entry process with a sense of urgency and authority to insure prompt and accurate order processing.

PRIMARY PROFILE:

Detail-oriented, able to see more than the task at hand, problem solver, customer focused, relationship oriented, think outside of the box for best solutions, responsive, effective communicator, enjoys complexity, capacity to collaborate and work in a team atmosphere and on own, team player, ability to prioritize, organized, passionate, urgent, thrives in chaos, loves people, multi task, data entry, proactive, comfortable tackling issues with little direction, owns the Live With process.

PRIMARY RESPONSBILITIES

• Fully owns all front desk duties and the Live With process
Proactive:
• Ability to determine priorities with the ability to go with the flow as things change
• Be able to take any task assigned and lead the way
• Ability to work both independently and in collaboration with others
• Completely own what you are working on
• Look for opportunities to make improvements and make suggestions for changes that would benefit the organization and customer and vendor relationships; help implement as needed
• Take extra steps to ensure successful completion of tasks and projects
• Attention to details

Communication:
• Make customers feel important and appreciated when visiting Saxton
• Professionally communicate when answering the main Saxton phone line
• Help answer phones and customer inquires
• Excellent communication skills, both written and oral
• Share your experiences with team members to help them increase their knowledge

Relationships:
• Form good teams internally as needed for problem resolution
• Build relationships with vendors and customers

Operations:
• Learn Team Design operating system
• General understanding about sales operating program
• Has knowledge of the warehouse, scheduling deliveries and able to help accept deliveries as needed
• Protect the financial interests of Saxton

PRIMARY TASKS

Administrative:
• Answer phone calls professionally, cheerfully and assist callers as much as possible.
• Straighten up conference rooms and overall clean-up of the office
• Greet visitors
• IT troubleshooting
• Office Inventory
• Preparing and accepting shipments to office and warehouse
• Distributing mail
• Preparing for client meetings (order food, meeting set up & clean up)
• Assisting with keeping the design library organized
• Ordering samples
• Updating vendor database as needed
• Scheduling rep meetings

Service & Warranty:
• Ability to see big picture of how the service ties back to the organization and customer
• Ability to connect and issue that is escalating with a customer to what that might mean to future opportunities and form a team to help dive in deeper
• Have such a high level of service to help compensate for problems clients are facing; client will be focused on "Saxton helped solve those issues," rather than "we have issues with this chair"
• Invoicing in a timely manner
• Handling Service Requests includes, but is not limited to the following:
• Responding to customer inquiries and questions
• Assigning service number
• Gathering information from customer with regards to service issue
• Determining the urgency of the claim
• Determining most efficient way to handle the claim
• Fill out service forms
• Looking up information in Team Design system to help with claim
• Quoting any necessary costs to customer or vendor
• Researching and ordering parts
• Adding tasks to the service calendar and scheduling work to be completed in the field
• Working with service tech to assess claims and work to determine best means of solving issue; this might involve working with design as well for application issues
• Continual communication with customer throughout process
• Follow-up on customer satisfaction
• Make field visits to customers as needed
• Determine how we are getting reimbursed for services

Order Fulfillment:
• Develop efficient way to process and follow-up on orders
• Order entry duties includes, but is not limited to the following:
• Review order requirements
• Prepare orders for placement
• Place orders
• Work with vendors and project team to answer order questions and clarifications
• Don't leave details to chance – always following up on details, orders
• Track shipments
• Acknowledge orders for accuracy and resolve discrepancies
• Input order information in Team Design, the business operating system
• Verify orders ship as scheduled and get tracking information
• Update team with schedule and report issues that might affect project schedule
• Track shipments and verify shipments received

Fiduciary:
• Protect the financial interests of Saxton

PRIMARY MEASURE OF PERFORMANCE

• Meets or exceeds internal and external customer satisfaction
• Service and warranty is a profit center and shows a profit

QUALIFICATIONS
• High school diploma required and college degree preferred
• Customer service, administrative or sales experience preferred, an interior design background also helpful
• Excellent written and verbal communication skills to effectively interact with customers
• Excellent organizational and time management skills to handle multiple tasks
• Detail oriented to ensure accuracy
• Exceptional problem solving skills to resolve customer service issues
• Basic computer skills and the ability to navigate through multiple systems without assistance

CONTACT Stacey D'Amico, Controller
319-365-6967
stacey-damico@saxtoninc.com

Posted 11/17/16

Job ID: 20674381
Mactive ID: 40411