Full-Time Customer Care Service Coordinator

Customer Care Service Coordinator will be a customer advocate and provide a world-class level of customer support to internal and external customers.

This role is the catalyst to providing customers with First Call Resolution to their inquiries.

Responsibilities:

• Accurately documents service events within the SMS.
• Generates work orders for field service engineers, including location, parts, warranty, etc.
• Investigates and analyzes customer concerns; elevates problems to management as needed.
• Coordinates daily schedules for field service engineers/vendors.
• Coordinates all field service work orders using field service software.
• Creates quotes for consumable orders and billable spare parts.
• Conducts follow-up calls/emails to ensure customer satisfaction.
• Minimizes costs by strategically scheduling field service work orders.
• Builds rapport with field service engineers/vendors.
• Communicates with domestic/international partners and vendors.
• Keeps customers informed of progress, delays, and status.
• Understands geography and logistics associated with various regions.
• Is familiar with airports and associated codes.
• Receives and processes customer orders via phone, website, and email.
• Clarifies part numbers based on customer descriptions.
• Confirms in-stock counts and quotes lead times.
• Tracks backorders and ensures timely fulfillment.
• Provides proof of delivery for billing.
• Pre-approves returned merchandise; provides RMA, explains policies.
• Receives and resolves customer inquiries and complaints.
• Processes field service reports and reconciles parts inventory.
• Creates non-product requisitions and purchase orders.
• Processes vendor invoices.
• Maintains liaison with Supply Chain, Tech Support, Sales, etc.
• Processes intercompany transfer orders.
• Utilizes system reports and follows up with customers.
• Notifies supervisor of repetitive problems or anticipated shortages.
• Creates, interprets, and disseminates reports.
• Complies with company health, safety, and environmental policies.
• Complies with export control and security regulations.
• Obtains and maintains government clearance.
• Completes other duties as assigned.

Call Center Operations: 24/7 schedule; various shifts, including nights and weekends.

Qualifications:

• High School Diploma; Associate's Degree preferred.
• 2+ years customer service/support experience
• Hands-on experience in order processing, data entry, scheduling/dispatching.
• Good communication skills and customer focus.
• Ability to handle multiple tasks and meet service level agreements.
• Data entry proficiency and utilization of Service Management System (SMS).
• Microsoft Office (Word, Excel) proficiency.
• Fluent in English.
• Experience with SAP, ServiceMax, Salesforce, or CRM software (desirable).
• Excellent organizational and interpersonal skills.
• Strong customer service skills and ability to handle stress.
• Self-motivated, reliable, and accountable.
• Excellent phone and computer skills.
• Adaptability to changing shifts and job requirements.
• Successful completion of government background checks.

Required Clearance: Sensitive Security Information (SSI) access.

Compensation: $40,431 - $60,647 (based on qualifications).

Benefits: Competitive benefits package; Career growth opportunities.

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