Job Details

Description

Position Summary

The RNI Coordinator is responsible for organizing and managing all field service scheduling for the RightNow Inventory (RNI) Services Team. Key duties include coordinating service visits as well as installations, replacements, and uninstalls of RNI technologies. In addition to scheduling, the coordinator provides Tier 1 technical support, promptly responding to alerts and maintaining communication with customers and internal teams. The role is split approximately 50/50 between scheduling and technical support, though this balance may shift based on business needs.

The coordinator role will collaborate closely with the RNI team, Forward Deployed Inventory team, FFF internal departments, external vendors, and customers to ensure timely and efficient execution while maintaining operational excellence. The ideal candidate will possess strong organizational and communication skills, a customer-first mindset, and the ability to manage multiple priorities in a dynamic and collaborative environment. In addition, the coordinator will contribute to a culture of continuous improvement by refining support workflows, promoting customer education, and enhancing the overall customer experience on the RNI program.

Dimension:

• Annual estimated sales of $300 million

Essential Functions and Duties

• Serve as the primary point of contact for all field service scheduling related to RNI service visits, technology installations, replacements, uninstalls and coordination with vendors and RNI technicians
• Maintains accurate documentation of RNI technology offerings, including customer-specific specifications.
• Create, maintain, and communicate service schedules across all stakeholders to align availability and ensure timely and proper service execution.
• Provide Tier 1 Technical Support to RightNow Inventory customers regarding RNI technology and software applications.
• Respond to scheduling and technical inquiries regarding RightNow Inventory (RNI) operations and systems via phone and email using Service Cloud/Salesforce and other relevant platforms, in accordance with company policies and procedures.
• Track and update project timelines, documentation, and customer requirements in Monday.com, SalesForce and other operational systems.
• Support the RNI team with administrative tasks such as logging inquiries, processing forms.
• Identify and recommend improvements to scheduling workflows and support processes to enhance program efficiency and customer satisfaction.
• Adheres specifically to all company policies and procedures, Federal and State regulations and laws.
• Display dedication to position responsibilities and achieve assigned goals and objectives.
• Represent the Company in a professional manner and appearance at all times.
• Understand and internalize the Company’s purpose; Display loyalty to the Company and its organizational values.
• Display enthusiasm and dedication to learning how to be more effective on the job and share knowledge with others.
• Work effectively with co-workers, internal and external customers and others by sharing ideas in a constructive and positive manner; listen to and objectively consider ideas and suggestions from others; keep commitments; keep others informed of work progress, timetables, and issues; address problems and issues constructively to find mutually acceptable and practical business solutions; address others by name, title, or other respectful identifier, and; respect the diversity of our work force in actions, words, and deeds.
• Comply with the policies and procedures stated in the Injury and Illness Prevention Program by always working in a safe manner and immediately reporting any injury, safety hazard, or program violation.
• Ensure conduct is consistent with all Compliance Program Policies and procedures when engaging in any activity on behalf of the company. Immediately report any concerns or violations.
• Other duties as assigned.

Qualifications

Education, Knowledge, Skills and Experience

Required Education:

• Associate’s degree in business or related field or two (2) years relevant experience in lieu of degree.

Required Knowledge:

• General computer knowledge, including Microsoft Outlook necessary to sufficiently perform job.

Required Experience:

• Minimum one (1) year [three (3) for non-degreed candidates] of experience in scheduling, customer support, technical support, or a related role.

Preferred Experience:

• Project management experience preferred.

Required Skills:

• Proficient in Microsoft Office Suite (Outlook, Word, Excel).
• Strong typing, grammar, and basic math skills.
• Strong problem-solving skills with the ability to troubleshoot and diagnose Tier 1 technical issues.
• Excellent verbal and written communication skills
• Detail-oriented with strong organizational skills and the ability to maintain accurate documentation.
• Ability to work independently and collaboratively in a fast-paced, team-oriented environment.
• Analytical mindset with the ability to recommend process improvements.
• Demonstrated ability to prioritize multiple tasks and meet deadlines with limited supervision while maintaining quality service.
• Sound decision-making abilities and a proactive approach to resolving issues.
• Quick learner with the adaptability to take on new tools, processes, and responsibilities
• Must have strong organizational skills
• Must have the ability to work with limited supervision and as part of a team

Preferred Skills:

• Sound decision-making abilities
• Microsoft Office (Outlook, Word, and Excel)

Physical requirements

Vision, hearing, speech, movements requiring the use of wrists, hands and/or fingers. Must have the ability to view a computer screen for long periods and the ability to sit for extended periods. Must have the ability to work the hours and days required to complete the essential functions of the position, as scheduled. Must have the ability to lift and maneuver items of at least 50 lbs. Working condition include normal office setting/warehouse.

Mental Demands

Learning, thinking, concentration and the ability to work under pressure, particularly during busy times. Must be able to pay close attention to detail and be able to work as a member of a team to ensure excellent customer service. Must have the ability to interact effectively with co-workers and customers, and exercise self-control and diplomacy in customer and employee relations’ situations. Must have the ability to exercise discretion as well as appropriate judgments when necessary. Must be proactive in finding solutions.

Direct Reports

No

EEO Statement

FFF Enterprises and Nufactor are an equal opportunity employer and prohibits discrimination and harassment based on the following characteristics: race, color, religion, national origin, physical or mental disability, gender, age (40 years and over) qualified veteran and any other characteristic protected by state or federal anti-discrimination law covering employment. These categories are defined according to Government Code section 12920. The Company prohibits unlawful discrimination based on the perception that anyone has any of those characteristics or is associated with a person who has or is perceived as having any of those characteristics.