Description

JOB SUMMARY

The Rental Coordinator is responsible for providing responsive, accurate, and customer-focused rental support while coordinating the availability, reservation, contract administration, checkout, return, invoicing, movement, condition documentation, and status of Milford rental equipment and related assets.

This position serves as a primary rental contact for customers and works closely with Rental, Sales, Operations, Warehouse, Technical Services, Logistics, and other Milford departments to ensure customer needs are addressed, equipment is accurately documented and available, rental transactions are processed correctly, and equipment movement, repairs, returns, and follow-up are coordinated efficiently.

The Rental Coordinator maintains accurate rental contracts, reservations, equipment-status records, service tickets, transfer records, supporting documentation, and system transactions. The position is expected to develop sufficient working knowledge of Milford rental equipment and fusion processes to answer routine customer questions, identify when technical assistance is required, and ensure questions outside the employee's demonstrated knowledge are referred to an appropriately qualified Milford resource.

Success in this position requires strong customer service, organization, attention to detail, asset accountability, communication, teamwork, safe work practices, reliable follow-through, and flexibility to support extended-hours and on-call customer needs.

ESSENTIAL FUNCTIONS

Customer Service & Cross-Functional Coordination

1. Provide responsive, professional, courteous, and solutions-focused service to rental customers in person, by telephone, email, and other approved communication methods.

2. Identify customer rental needs, clarify requested equipment and timing, and coordinate appropriate rental solutions within the employee's training, authority, and available inventory.

3. Take ownership of customer requests through resolution or ensure an appropriate and clearly communicated handoff to another Milford team member.

4. Work collaboratively with Rental, Sales, Operations, Warehouse, Technical Services, Logistics, Purchasing, and other Milford departments to coordinate customer requirements, equipment availability, transportation, repairs, inventory movement, and rental-related needs.

5. Communicate accurate and timely information regarding reservations, availability, contract status, deliveries and pickups, equipment condition, repairs, delays, substitutions, extensions, and other matters affecting customer service.

6. Maintain professional working relationships with customers, coworkers, vendors, and other business partners while managing competing priorities and time-sensitive needs.

Rental Contracts, Reservations & Billing

7. Create, review, modify, and maintain rental contracts, reservations, service tickets, and related records in accordance with established procedures and delegated authority.

8. Verify customer information, rental dates, equipment or asset identifiers, rates, accessories, delivery or pickup arrangements, and other required information before finalizing rental transactions.

9. Identify and correct routine rental-contract errors and promptly escalate pricing, credit, contract, customer-account, or other exceptions requiring management guidance or authorization.

10. Process routine rental extensions within established terms and delegated authority; obtain management guidance or approval when rates, terms, credits, or other contract conditions fall outside established parameters.

11. Create timely and accurate invoicing for rental contracts and service tickets in accordance with company procedures and assigned authority.

12. Ensure required customer acknowledgments, signatures, checkout documents, return documents, and other supporting records are completed and retained as required.

13. Maintain accurate reservation tags, equipment-status records, open-rental information, and system documentation so equipment is not represented as available when it is reserved, rented, in transit, out for repair, or otherwise unavailable.

14. Monitor open rental contracts and communicate overdue equipment, requested extensions, missing equipment, unresolved returns, or other contract concerns to management as appropriate.

15. Process pricing, credits, contract exceptions, damage-related charges, cleaning charges, fuel charges, and similar matters only within established procedures and delegated authority; obtain management guidance when required.

Equipment Checkout, Return & Asset Protection

16. Coordinate and document rental equipment checkout and return activities, including equipment identity, serial or asset number, condition, included accessories, components, keys, manuals, cables, inserts, stands, trailers, or other items issued with the rental.

17. Inspect and document visible equipment condition at checkout and return, including photographs or other required records, and identify missing components, damage, excessive wear, cleanliness concerns, or other discrepancies.

18. Document observed damage or missing items but do not independently determine customer financial responsibility unless authorized under company procedures.

19. Do not release equipment known or reasonably suspected to be unsafe, damaged, incomplete, overdue for required inspection or service, or otherwise not ready for rental. Immediately route the equipment for appropriate evaluation and notify the appropriate Milford resource.

20. Coordinate identified equipment repair or service needs with an appropriately qualified Technical Services employee, mechanic, Rental Fleet resource, or designated management representative and communicate authorized information to the customer.

21. Ensure returned equipment is properly identified and routed for inspection, cleaning, maintenance, repair, quarantine, transfer, or return-to-available status as appropriate.

22. Promptly report suspected theft, loss, unauthorized use, missing equipment or components, unexplained equipment location, significant damage, customer-reported safety incidents, or unusual rental activity to management.

23. Protect Milford and customer assets by following established access, authorization, documentation, security, inventory-control, and asset-protection procedures.

Inventory, Transfers & Equipment Movement

24. Pick inventory, stage rental equipment, and prepare approved merchandise or equipment for customer pickup, transfer, or delivery within the employee's training and authorization.

25. Coordinate and document movement of rental equipment, inventory, and assets between Milford locations and ensure required transfer, reservation, contract, or other system records are completed accurately.

26. Participate in rental-fleet verification, cycle counts, physical inventories, and other assigned inventory-control activities.

27. Assist in researching discrepancies involving rental assets, accessories, inventory, location, contract status, or transaction history and report unresolved discrepancies to management.

28. Load and unload customers or company vehicles when assigned, properly trained, and authorized, using approved material-handling and load-securement practices.

29. Operate a forklift only after completing required training and receiving company authorization. Telehandler experience is preferred; telehandler operation is permitted only after completing required training and receiving specific authorization.

30. Complete required pre-use inspections before operating assigned material-handling equipment and immediately report defects, damage, or unsafe conditions.

31. Use team assistance or approved mechanical equipment when an item is too heavy, bulky, unstable, awkward, or otherwise unsafe for individual handling.

Product Knowledge, Fusion Training & Technical Escalation

32. Develop and maintain working knowledge of Milford rental equipment, common product categories, rental processes, equipment terminology, and typical customer applications.

33. Complete required McElroy fusion training/certification for small-, medium-, and large-diameter equipment within 90 days of employment to develop sufficient working knowledge of fusion processes, machine operation, applications, and terminology to support customers effectively.

34. Recognize the limits of personal technical knowledge and training. When uncertain about equipment suitability, application, setup, operation, compatibility, repair, fusion procedure, or another technical matter, seek assistance from an appropriately qualified Milford resource rather than provide unverified information.

35. Do not provide technical instruction, equipment demonstrations, customer-site equipment operation, or application-specific guidance beyond the employee's demonstrated training and authorization.

36. Proactively communicate product, equipment, fusion, system, or process training needs to the Branch Manager or designated supervisor and participate in assigned manufacturer, vendor, system, safety, and operational training.

Systems, Safety & General Responsibilities

37. Use Microsoft 365, Microsoft Dynamics 365 Business Central, rental systems, mobile devices, scanners, and other assigned technology accurately and maintain timely electronic records and communications.

38. Maintain a clean, organized, secure, safe, and professional rental counter, equipment staging area, warehouse/yard work area, and assigned workspace.

39. Wear required PPE and comply with applicable Milford, Winsupply, customer, site-access, environmental, safety, cybersecurity, equipment, vehicle, and recordkeeping requirements.

40. Complete customer-specific, site-specific, or additional on-site safety training when required for assigned duties before entering or performing work at the applicable location.

41. Maintain confidentiality regarding customer information, pricing, contracts, account information, payment information, equipment records, company records, and other sensitive business information.

42. Maintain regular, reliable, and punctual attendance and remain available during assigned work hours, extended-hours assignments, and on-call responsibilities.

43. Perform other duties as assigned by the Branch Manager or designated management representative.

Requirements

JOB QUALIFICATIONS

1. Strong customer-service orientation with the ability to communicate professionally and effectively with customers in person, by telephone, email, and other approved communication methods.

2. Ability to multitask, organize work, prioritize competing needs, meet deadlines, and maintain accuracy in a fast-paced customer-service environment.

3. Ability to work effectively across departments, including Rental, Sales, Operations, Warehouse, Technical Services, Logistics, and other Milford functions.

4. Excellent verbal and written communication skills and the ability to read, write, speak, and understand English sufficiently to perform the essential functions safely and accurately.

5. Ability to create, review, correct, and maintain rental contracts, reservations, service tickets, transfer records, invoices, equipment-status records, and related documentation.

6. Ability to understand and maintain the rental package/group/unit structure and its relationship to fixed assets, inventory, service units, accessories, and rental-system records.

7. Ability to learn and maintain detailed working knowledge of rental-fleet equipment, including common McElroy and other manufacturer equipment used by Milford.

8. Ability to identify when a customer, equipment, contract, pricing, credit, repair, or technical issue requires escalation to management or another qualified resource.

9. Ability to accurately identify equipment using serial numbers, asset numbers, descriptions, manufacturer information, photographs, and visual characteristics.

10. Ability to handle company and customer assets responsibly and maintain accurate chain-of-custody, condition, and transaction records.

11. Proficiency with Microsoft 365 and ability to learn and accurately use Microsoft Dynamics 365 Business Central and other assigned rental, inventory, and business systems.

12. Demonstrated knowledge of safe work practices and willingness to perform required tasks in warehouse, yard, loading, and customer-facing environments.

13. Ability to professionally represent Milford and maintain effective working relationships with customers, coworkers, managers, vendors, and other business partners.

14. Ability and willingness to work extended hours, after-hours, weekends, and on-call assignments as business needs require.

15. Must possess and maintain a valid driver's license, acceptable motor vehicle record, and insurability under Milford requirements.

EDUCATION, EXPERIENCE & CERTIFICATIONS

1. High school diploma, GED, or equivalent combination of education and relevant experience preferred.

2. One year of rental, customer service, industrial equipment, oilfield supply, warehouse, logistics, mechanical-support, or related experience preferred.

3. Obtain and maintain Milford-required forklift operator qualification/certification within 90 days of employment.

4. Complete required McElroy fusion training/certification for small-, medium-, and large-diameter equipment within 90 days of employment.

5. Telehandler experience or qualification is preferred. If telehandler operation is assigned, required training and company authorization must be completed before operation.

6. Complete assigned Milford, Winsupply, Business Central, rental-system, equipment, safety, driving, PHMSA, customer-site, and policy training within established timeframes.

7. Maintain all required licenses, training, qualifications, system access, driving privileges, insurability, and testing eligibility as conditions of performing assigned duties.