Full-Time Customer Care Service Coordinator

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

Job Summary: The Customer Care Service Coordinator will advocate for customers and provide a world-class level of customer support to internal and external customers of Smiths Detection.

The role is crucial for providing First Call Resolution to customer inquiries. This individual will be the first point of contact for incoming calls to Smiths Detection Service.

Job Duties:

• Accurately opens and documents service events within the SMS.
• Generates appropriate work orders for field service engineers.
• Investigates, analyzes, and resolves customer concerns or elevates problems to management.
• Coordinates daily schedules for Field Service Engineers/Vendors for domestic and international customers.
• Coordinates all field service work orders using field service software with detailed notes.
• Creates quotes for consumable orders and billable spare parts.
• Conducts follow-up calls/emails after repairs/installs.
• Assumes accountability for minimizing costs in scheduling field service work orders.
• Builds rapport with Field Service Engineers/Vendors.
• Communicates with domestic/international partners and vendors.
• Keeps the customer informed of progress, delays, and status.
• Understands geography and logistics associated with 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 stock counts and quotes lead times.
• Tracks backorders and ensures timely fulfillment.
• Provides proof of delivery for billing.
• Pre-approves returned merchandise (RMA).
• Receives and resolves customer inquiries/complaints regarding billing or shipment issues.
• 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, Trade Compliance, Credit & Finance.
• Processes intercompany transfer orders.
• Utilizes system reports and follows up with customers.
• Notifies supervisor of repetitive issues.
• Creates, interprets, and disseminates reports as needed.
• Complies with company health, safety, and environmental policies.
• Complies with export control and security regulations.
• Obtains and maintains government clearance.
• Other duties as assigned.

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

Education/Experience: High School Diploma required. Associate's Degree preferred. Prior order processing, data entry, scheduling/dispatching experience and a minimum of 2 years in customer service. Access to ITAR, EAR, and government controlled information required.

Skills/Attributes: Good communication skills, customer focus, teamwork, responsiveness, ability to multi-task, data entry skills, proficiency with Microsoft Office (Word, Excel). English fluency.

Desirable Skills: SAP, ServiceMax, Salesforce, CRM, Field Service software experience, bilingual capabilities.

Additional Requirements: U.S. Person, adaptable to changing shifts, ability to pass background checks, sensitive security information access, and federal background investigation.

Salary: $40,431 - $60,647 (dependent on qualifications). Competitive benefits package.

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