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 of Smiths Detection.

Key Responsibilities

• Accurately open and document service events within the SMS.
• Use enterprise system to generate work orders for field service engineers.
• Investigate, analyze, and rectify customer concerns; escalate problems to management.
• Coordinate daily schedules for Field Service Engineers/Vendors.
• Coordinate field service work orders using software.
• Create quotes for consumable orders and spare parts.
• Conduct follow-up calls/emails after repairs/installs.
• Minimize costs when scheduling field service work orders.
• Build rapport with Field Service Engineers/Vendors.
• Communicate with domestic/international partners and vendors.
• Keep customers informed of progress, delays, and status.
• Understand geography and logistics, airports and codes within various regions.
• Receive and process customer orders via phone, website, and email.
• Clarify part numbers based on customer descriptions.
• Confirm in-stock counts, quote lead times, and track backorders.
• Provide proof of delivery for billing/accounting.
• Pre-approve returned merchandise; provide RMA, and explain policies to customers.
• Receive and resolve customer inquiries/complaints (incorrect billings, shipment problems).
• Process Field Service Reports and reconcile parts inventory.
• Create requisitions and purchase orders.
• Maintain liaison with Supply Chain, Tech Support, Sales, Trade Compliance, Credit & Finance.
• Process intercompany transfer orders.
• Utilize system reports and follow-up with customers.
• Notify supervisor of repetitive problematic issues.
• Create, interpret, and disseminate reports.
• Comply with company health, safety, and environmental policies, export control, and security regulations.
• Obtain and maintain government clearance.
• Other duties as assigned to assure the success of the Call Center.

Call Center Operations

• 24/7 schedule
• Various shifts available including nights and weekends.

Education/Training

• High School Diploma required
• Associate's Degree preferred.

Experience

• Prior order processing, data entry, scheduling, and dispatching.
• Minimum 2 years in customer service/support.

Skills/Attributes

• Good communication skills
• Customer focus and teamwork orientation
• Responsiveness to customer issues
• Ability to handle multiple projects/tasks while meeting service-level agreements.
• Data entry and SMS software utilization skills.
• Microsoft Office (Word, Excel) proficiency.
• English fluency
• SAP, ServiceMax, Salesforce, CRM, or Field Service software and/or bilingual skills (highly desirable)
• Excellent organization, communication, and interpersonal skills, with ability to multi-task.
• Excellent customer service skills, and ability to handle stressful situations.
• Self-motivated, reliable, and accountable.
• Strong telephone and computer skills
• Adaptable to changing shifts and job requirements
• Ability to pass government background checks for required clearances.

ITAR, EAR, and Department of State or Department of Commerce controlled information access required. Applicant must be a U.S. Person. Background investigation required.

Benefits

Excellent training and opportunities for career growth. Inclusive environment, strong leadership, and focus on safety and wellbeing.

Flexible benefits package to suit lifestyle.

Join a world-leader, benefit and training packages to reward skills and dedication. Be part of a team making the world safer.

Salary Range: $40,431 - $60,647.

Other Information

• Affirmative Action and Equal Opportunity Employer
• No payment required for interviews or tests

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