Full-Time Customer Care Service Coordinator

Working Hours: Tuesday - Saturday, 6pm - 3am (With Shift Differential)

The 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.

This role is the catalyst to providing customers with First Call Resolution to their inquiry. This person assumes responsibility as the first human interface with the customer for incoming calls to Smiths Detection Service.

Job duties to include but are not limited to:

1. Accurately opens and documents service events within the SMS.
2. Use our enterprise system to generate the appropriate work order for the field service engineer to understand the purpose, location, parts, warranty, etc. for the job.
3. Investigates, analyzes and rectifies customer concerns or elevates problems to management attention when necessary.
4. Coordinate the daily schedule for Field Service Engineers/Vendors performing maintenance, repair or installation work orders for domestic and international customers.
5. Coordinate all field service work orders using the field service software while providing extensive notes.
6. Create quotes as required for consumable orders and billable spare parts.
7. Conducts follow-up calls/emails after repairs/installs are completed to ensure customer satisfaction.
8. Assumes accountability to reduce or minimize costs whenever scheduling field service work orders.
9. Excellent ability to build rapport with the Field Service Engineers/Vendors and work collaboratively on a daily basis.
10. Communicates with domestic/international partners and vendors to make sure the correct staff is deployed.
11. Communicates with the customer or point of contact via the phone and email consistently keeping them informed of progress, delays and status.
12. Fully understands the geography and logistics associated with various regions.
13. Intimately familiar with the airports and associated codes within various regions.
14. Receive and process orders from customers via telephone, website and e-mail and processes accordingly.
15. Clarify P/N's based upon customer description as required.
16. Confirm in-stock counts, verify whether parts are in stock, and if not, quote an expected lead time.
17. Track all backorders and ensure that they are filled in a timely fashion.
18. Provide all requested proof of delivery for billing/accounting purposes.
19. Pre-approve all returned merchandise; provide Return Material Authorization (RMA), explain policies and paperwork to customer.
20. Receive and resolve inquires and complaints by customers concerning incorrect billings or shipment problems.
21. Processes Field Service Reports and reconcile parts inventory.
22. Create non-product requisitions and purchase orders in order process vendor invoices.
23. Maintain liaison with Supply Chain, Tech Support, Sales, Trade Compliance, Credit & Finance and other related departments.
24. Processes intercompany transfer orders.
25. Utilizes specialized system reports and follows-up with customers to ensure satisfaction.
26. Notifies supervisor of repetitive problematic issues where a possible pattern may exist or anticipated inventory shortages are expected.
27. Create, interpret and disseminate reports as requested.
28. Comply with and ensure department compliance with Company health, safety and environmental policies.
29. Comply with all applicable U.S. export control and security regulations.
30. Required to successfully obtain and maintain government clearance.
31. Other duties as assigned to assure the success of the Call Center.

Call center operations run on a 24/7 schedule. Various shifts are available including nights and weekends.

Education/training: High School Diploma required. Associates' Degree preferred. Equivalence achieved through comparative work and life experience is acceptable.

Experience: Prior hands-on order processing, data entry experience, scheduling/dispatching experience and a minimum of 2 years of experience in a customer service/support environment.

Knowledge skills/other attributes: This position requires access to ITAR, EAR, and Department of State or Department of Commerce controlled information and routine access to a cleared facility. Applicant must be a U.S. Person (citizen, green card holder or other permanent resident).

Individuals should possess good communication skills and have a strong orientation for customer focus and teamwork.

Must be responsive to all customer issues at all times.

Must display an ability to handle multiple projects or tasks at the same time while still meeting service-level agreements.

Ability to perform data entry tasks and utilize various functions within the Service Management System (SMS).

Proficiency with Microsoft Office software specifically Word and Excel.

Must be fluent in English.

Experience with SAP, ServiceMax, Salesforce, CRM or Field Service software and/or bilingual capabilities are highly desirable.

Possess excellent organizational, communication, interpersonal skills with the ability to multi-task several projects at once.

Excellent customer service skills and the ability to handle stressful situations.

Self-motivated, reliable, and accountable individual.

Possess outstanding telephone and computer skills.

Must be willing to accept and be adaptable to changing shifts and job requirements based upon the needs of the business and demonstrate flexibility.

Must have the ability to pass government background checks to obtain required clearances to work on government contracts.

Background - This position requires Sensitive Security Information (SSI) access and vetting via the TSA. Applicant must successfully pass a federal background investigation.

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