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.

First Call Resolution to customer inquiries is crucial. This role is the primary point of contact for incoming calls. Key duties include:

1. Accurately opening and documenting service events within the SMS.
2. Generating work orders for field service engineers, including purpose, location, parts, warranty details.
3. Investigating, analyzing, and rectifying customer concerns or escalating problems to management.
4. Coordinating daily schedules for Field Service Engineers/Vendors for domestic and international customers.
5. Using field service software to coordinate and document field service work orders.
6. Creating quotes for consumable orders and billable spare parts.
7. Conducting follow-up calls/emails post-repair/installation to ensure customer satisfaction.
8. Minimizing costs related to field service work order scheduling.
9. Building rapport with Field Service Engineers/Vendors.
10. Communicating with domestic/international partners and vendors to deploy appropriate staff.
11. Keeping customers informed of progress, delays, and status via phone and email.
12. Understanding regional geography and logistics, airports, and associated codes.
13. Receiving and processing customer orders via phone, website, and email.
14. Clarifying part numbers based on customer descriptions.
15. Confirming in-stock parts and quoting lead times if out of stock.
16. Tracking and ensuring timely fulfillment of backorders.
17. Providing proof of delivery for billing/accounting.
18. Pre-approving returned merchandise and providing RMA, explaining policies and paperwork to customer.
19. Resolving customer inquiries and complaints regarding incorrect billings or shipment problems.
20. Processing Field Service Reports and reconciling parts inventory.
21. Creating non-product requisitions and purchase orders to process vendor invoices.
22. Maintaining liaison with Supply Chain, Tech Support, Sales, Trade Compliance, Credit & Finance.
23. Processing intercompany transfer orders.
24. Utilizing system reports and following up with customers to ensure satisfaction.
25. Notifying supervisor of repetitive issues or anticipated inventory shortages.
26. Creating, interpreting, and disseminating reports as needed.
27. Complying with company health, safety, and environmental policies.
28. Complying with export control and security regulations.
29. Obtaining and maintaining government clearances.
30. Performing other duties as assigned to ensure call center success.

Call center operations are 24/7 with various shifts, including nights and weekends.

Education/Training: High school diploma required; Associates' degree preferred. Work experience acceptable.

Experience: Prior order processing, data entry, scheduling, dispatching, and a minimum of 2 years in customer service.

Knowledge, Skills, and Attributes: This position requires access to ITAR, EAR, and Department of State or Department of Commerce controlled information, and facility clearance. US Person (citizen, green card holder, or other permanent resident) required.

• Strong communication and customer focus.
• Teamwork skills.
• Responsiveness to customer issues.
• Ability to handle multiple projects/tasks.
• Data entry skills and using Service Management System (SMS).
• Proficiency with Microsoft Office (Word, Excel).
• English fluency.
• SAP, ServiceMax, Salesforce, CRM, or Field Service software experience (preferred).
• Bilingual abilities (preferred).
• Strong organizational, communication, interpersonal skills.
• Multitasking skills.
• Excellent customer service skills and stress management.
• Self-motivated, reliable, and accountable.
• Excellent telephone and computer skills.
• Adaptability to changing shifts and job requirements.
• Ability to pass government background checks for clearances.

Background: Sensitive Security Information (SSI) access and vetting via TSA required. Successful federal background investigation.

Compensation: $40,431 - $60,647 (determined by qualifications). Competitive benefits package. Visit the Reward & Benefits page on our careers site.

Equal Opportunity Employer: All qualified applicants are considered regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status. Disabled applicants receive equal consideration.

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