Quality Customer Service Coordinator

TIME Manufacturing Company, Inc.

. Serve as the initial point of contact for customer quality and warranty calls, emails, complaints, and inquiries .

Posted 10/28/2026full-timeFort Worth • Texas • United StatesJuniorMid-Level💰 $22 - $24 per hourWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong customer service skills with a focus on quality and warranty management, effectively coordinating with various teams to resolve issues and improve processes. Proficient in data analysis and reporting to identify trends and enhance customer satisfaction.

Highest-signal resume keywords

Customer Service ExperienceQuality And Warranty ManagementMicrosoft Excel ProficiencyCritical Thinking And Problem-SolvingERP Or CRM Systems Exposure

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Quality ManagementWarranty ManagementData AnalysisReportingProcess Improvement

Soft Skills

Verbal CommunicationWritten CommunicationOrganizational SkillsTime ManagementCollaboration

Tools & Technologies

Microsoft OfficeExcelOutlookEpicorFreshworks

Industry Keywords

ManufacturingIndustrialEquipment-Based EnvironmentCustomer CoordinationOperations Support

Tech Stack

Tools & technologies

ERP

About the role

Key responsibilities & impact

Serve as the initial point of contact for customer quality and warranty calls, emails, complaints, and inquiries
Acknowledge customer concerns promptly and communicate next steps
Own quality and warranty tickets from intake through closure
Provide timely, accurate updates and a clear point of contact for customers
Gather unit details, symptoms, service history, photographs, and supporting records
Route technical or coverage decisions to the appropriate owner
Handle sensitive concerns and escalations professionally
Escalate urgent issues, delays, and business risks to the NA Warranty Manager and Head of NA Quality
Coordinate with Warranty, Quality, Service, Parts, Engineering, Operations, Sales, dealers, suppliers, and customers
Assign or request action from appropriate internal owners, track commitments and due dates, and follow up until resolution is documented
Support claim handoffs, status updates, closure, investigations, customer follow-up, corrective action coordination, and meetings
Maintain complete records of quality and warranty tickets, communications, action owners, statuses, resolutions, and supporting documentation
Prepare and maintain quality and warranty reports on ticket volume, open and aging items, response and resolution times, recurring issues, trends, and other leadership-requested measures
Review ticket and warranty data to identify recurring issues, process gaps, and improvement opportunities
Help standardize communication, tracking, escalation, and reporting practices
Support the Command Center with inbound calls, emails, general inquiries, and customer follow-up as needed
Route non-quality requests, coordinate handoffs, and ensure professional and timely customer responses
Assist the Command Center Supervisor with customer service processes and initiatives when requested

Requirements

What you’ll need

Minimum of 2 years of customer service experience in a professional, business-to-business, or operational support environment
Strong emphasis on delivering professional, high-quality customer service
Excellent verbal and written communication skills
Well versed in Microsoft Office, with strong proficiency in Excel and Outlook
Strong organizational and time management skills, with the ability to manage multiple priorities effectively
Demonstrated critical thinking and problem-solving skills
Comfortable making decisions independently while understanding when escalation is appropriate
Self-starter with the ability to learn, adapt, and take on new challenges
Comfortable coordinating tasks, following up, and holding internal partners accountable
Ability to work collaboratively with other team members to support customer needs
Reliable attendance and punctuality, recognizing the importance of consistent customer availability
Ability to execute assigned direction with accuracy, attention to detail, and precision
Experience in a manufacturing, industrial, or equipment-based environment preferred
Experience supporting service, parts, warranty, supply chain, or technical teams preferred
Exposure to ERP or CRM systems, including Epicor, Freshworks, or similar platforms preferred
Experience working in a corporate command center, operations support, or customer coordination role preferred
Must work on-site in Westlake, TX or Waco, TX
Monday-Friday, 8:00am-5:00pm; overtime may be required

Benefits

Comp & perks

Competitive salary and bonus structure
Comprehensive health, dental, and vision insurance plans
401(k) with company match
Paid time off and holidays
Professional development opportunities
Collaborative and innovative work environment