Customer Experience & Parts Coordinator

 

Safe Harbor Marinas, LLC (SHM) is the largest owner and operator of marinas in the world. As a fast-growing company, SHM cultivates a team dynamic of passionate individuals led by the sharpest minds in the industry in order to serve the vibrant boating community that encompasses the SHM network. SHM Teammates are committed to thinking critically, providing outstanding service and building relationships with all whom we serve. SHM offers professional education and training opportunities and the chance to work with – and learn from – highly experienced professionals in the Marine industry. In addition, SHM offers eligible employees benefits such as:

 

• Full Benefits Package Including 401(k) Plan
• Orthodontic Coverage
• Paid Time Off
• Paid Holidays
• Paid Parental Leave
• Fertility Assistance
• Relocation Opportunities
• Paid Uniforms
• Boating Discounts

 

Safe Harbor Marina Bay is hiring a Customer Experience & Parts Coordinator to run the customer, administrative, and parts side of a busy marina Service Department. You'll be the person who helps keep boats, information, and parts moving in the right direction.

 

This is a customer experience, office coordination, and parts logistics role. This isn't purely a desk job. Some of your day is at a desk managing phone calls, emails, Dockmaster, and spreadsheets. Some of it is on your feet within the building, walking parts out to the shop, checking in with technicians, and helping keep work moving forward.

 

This role supports the service team's workflow but does not make scheduling, service, or technical parts decisions. You'll help coordinate schedules, order and track parts, and handle routine customer communication and administrative follow-through so Service Writers can focus on estimates and approvals while technicians focus on servicing and repairing boats.

 

Marine industry experience is not required. We welcome candidates from a variety of industries and value transferable skills such as organization, customer service, communication, multitasking, and coordination over direct marine experience. This role is a great fit for someone who enjoys being the person who knows what's going on, follows through on details, builds strong customer relationships, and can confidently manage multiple priorities in a fast-paced environment. This role may also be referred to as Parts Assistant.

 

Essential Duties and Responsibilities

Customer Experience

• Answer incoming Service calls and figure out what the customer actually needs.
• Help customer who stops by the Service office.
• Gather complete Service information the first time.
• Coordinate Service Request forms and chase down whatever's missing.
• Set clear expectations about what happens next.
• Send proactive updates instead to customers.
• Handle routine questions to reduce escalation to multiple people.
• Know when something genuinely needs a Service Writer or Technician, and get it there.

Keeping the Details Straight

Help maintain accurate:

• Service-related customer and vessel information. Front Office owns the master account and billing record. You own the day-to-day accuracy of what Service is working from.
• Service Request records.
• Work-order administrative details.
• Forms and documentation.
• Parts and ordering information.
• Customer communications, in writing and by phone.
• Follow-ups and next actions.

Parts

• Ordering parts and working with vendors.
• Researching availability, pricing, and lead times.
• Tracking orders and backorders.
• Receiving and verifying incoming parts.
• Connecting parts to the connect work order.
• Keeping parts organized and records accurate.
• Communicating arrivals and delays to the right people.
• Helping maintain sensible inventory of commonly used items.

Supporting the Schedule

• Communicate scheduled dates and changes to customers promptly and proactively.
• Collect what a job needs before it goes on the schedule, including forms, approvals, and contact information, so it does not stall.
• Route new or changed scheduling requests through the established process.

Additional Duties

• Continuously meets ongoing company goals.
• Available to work overtime when required.
• Other duties as assigned by Manager.

 

Safety and Environmental Responsibilities

• Follow SHM Safety and Environmental rules and complete required related training.
• Wear proper personal protective equipment as required for the task or work area.
• Report all accidents, injuries, spills and near misses immediately.  

 

Technical and Physical Requirements

• High school diploma or equivalent preferred.
• Ability to sit or stand for long periods of time.
• Proficient in Microsoft Office.
• Ability to lift 50 pounds.
• Any skills considered standard that a Parts Assistant should possess.

 

Minimum Soft Skill Qualifications 

• Eagerness to engage in a growing, fast paced, and industry-leading company.
• Consistently treats others with dignity and respect.
• Genuinely serves others with humility and a positive attitude.
• Frequently demonstrates a bias toward action.
• Always communicates effectively and courteously with fellow teammates and members.
• Continuously follows policies and procedures while seeking out new and better ways of accomplishing duties.
• Shows resolve and overcomes difficulties in a positive and productive manner.
• Gladly provides responsive, and high level of service to our teammates and members.
• Eagerly puts forth the extra effort to accomplish duties.
• Adapts quickly and efficiently to changing priorities in order to meet teammate or member needs.

 

The Company

Safe Harbor Marinas provides equal employment opportunities (EEO) to all employees and applications for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Safe Harbor complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. The policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.  Additional disclosures available at https://shmarinas.com/hr-disclosures/. #marinacareers