Customer & Warranty Services Administrative Assistant

Highly organized and detail-oriented team member with excellent communication and problem solving skills who supports Customer & Warranty Service Team Members and Leadership in clerical, administrative, and business analysis work by performing the following duties

· Reads and routes incoming email on daily basis.

· Respond to inquiries via email, phone, or in-person with professionalism and efficiency

· Locates and attaches appropriate files to correspondence to be answered by employer.

· Composes and/or typing of routine correspondence.

· Composed, edit, format, manage, and organize digital records

· Composes correspondence of courtesy agreements approved by management

· Receives and routes incoming packages and mail. Locates and ships to appropriate internal or remote team members.

· Prepares outgoing mail and correspondence, including e-mail and faxes.

· Research Escalations: Case management / documentation of escalations beyond front line team members.

· Document and escalate customer service issues as needed.

· Answers and screens leadership telephone calls on daily basis to include escalation and arranges conference calls as needed with necessary team members. Routes escalation to appropriate team member, manager or department.

· Organize and schedule appointments and meetings (Onsite and offsite/remote)

To include conferences, business meetings, customer meetings, trade conferences, or Customer & Warranty Team Training

· Coordinates and arranges meetings, prepares agendas, reserves location/space to include rooms and meals and prepares facilities.

· Arranges and coordinates travel schedules as needed

· Coordinates leadership schedules and makes appointments

· Collaborate with other department administrators and/or leaders for data sharing and project coordination

· Makes copies of correspondence or other printed materials.

· Design and collaborate in the creation of training booklets for Customer & Warranty Service Team.

· Orders and maintains office supplies, training booklets and arranges for equipment orders or maintenance.

· Organizes and maintains system files and files correspondence and other records.

· Creates reports and assists the department members with various correspondence

· Manages Vehicle Fleet Administration to include:

· Maintenance tracking and approval, fleet turnover / replacement management and tracking.

· Vehicle Fleet Logistical Support to include:

· Acquisition, Upfitting, Toll Pass, Gas Cards, Vehicle Tags and Registration oversight and Vehicle retirement

· Vehicle GPS Tracking Support to include:

· Managing module assignments, changes, trips history as needed, KPI scoring

· Supports Safety process and accident reporting & requirements in collaboration with EHS team

· Helps track budget spend rates and cost variance identification via reports

· Supports Service Credit Back Charges by research and assigning to appropriate warehouse and leader and with report analysis

· Supports Invoice approval tracking

· Supports team by gathering and completing forms for new vendors

· Helps track KPIs via data consolidation

· Support drafting and editing of Service Operating Guidelines and Procedures

· Conducts research and compiles or creates statistical reports in various platforms

· Contact person for IT equipment return and inventory tracking

· New Hire Onboarding Coordinator

· Billable reporting / research transactions from POS

· Works closely with leadership and has a high level of confidentiality

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily and at a higher level. The requirements listed below are representative of the knowledge, skill and / or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and / or EXPERIENCE

· MS Office (Word/Excel/Outlook) proficient

· OTJ knowledge of PGT’s AS400 databases and queries

· Salesforce Knowledge

· Minimum 4 years of administrative experience; 5+ years preferred for advanced support functions

LANGUAGE / COMMUNITION SKILLS

· Effective written and verbal communication (Bilingual / Proficient in Spanish a Plus)

· Customer Service-oriented with a professional demeanor

MATHEMATICAL SKILLS

· Basic math skills and ability to compile and analyze data reports.

REASONING ABILITY

· Ability to work independently and under limited supervision

· Strong reasoning ability to adapt to new challenges and resolve administrative issues.