Full-Time Customer Care Service Coordinator - Third Shift
Smiths Group is hiring a remote Full-Time Customer Care Service Coordinator - Third Shift. The career level for this job opening is Experienced and is accepting Edgewood, MD based applicants remotely. Read complete job description before applying.
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Working Hours: Tuesday - Saturday, 6pm - 3am
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 include:
- Accurately opens and documents service events within the SMS.
- Use enterprise system to generate work orders for field service engineers.
- Investigates, analyzes and rectifies customer concerns or elevates problems to management.
- Coordinate daily schedule for Field Service Engineers/Vendors.
- Coordinate all field service work orders using field service software.
- Create quotes for consumable orders and billable spare parts.
- Conduct follow-up calls/emails after repairs to ensure customer satisfaction.
- Reduce or minimize costs whenever scheduling field service work orders.
- Build rapport with Field Service Engineers/Vendors.
- Communicate with domestic/international partners and vendors.
- Communicate with customer regarding progress, delays, and status.
- Understand geography and logistics associated with various regions.
- Familiar with airports and associated codes.
- Receive and process customer orders.
- Clarify part numbers.
- Confirm in-stock counts, and quote lead times.
- Track backorders and ensure timely fulfillment.
- Provide proof of delivery for billing.
- Pre-approve returned merchandise, provide RMA.
- Receive and resolve inquiries/complaints regarding incorrect billings/shipments.
- Process Field Service Reports and reconcile parts inventory.
- Create requisitions and purchase orders, process vendor invoices.
- Maintain liaison with Supply Chain, Tech Support, Sales, Trade Compliance, Credit & Finance.
- Process intercompany transfer orders.
- Utilize specialized 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.
- Comply with U.S. export control and security regulations.
- Obtain and maintain government clearance.
- Perform other duties as assigned.
Call center operations run 24/7. Various shifts are available, including nights and weekends.
Education/training: High School Diploma required. Associates' Degree preferred. Equivalence through experience is acceptable.
Experience: Prior hands-on order processing, data entry, scheduling/dispatching experience, and a minimum of 2 years of experience in customer service/support.
Knowledge, skills, and other attributes: Access to ITAR, EAR, and Department of State/Commerce controlled information; routine access to a cleared facility. Applicant must be a U.S. Person (citizen, green card holder or other permanent resident). Strong communication skills, customer focus, and teamwork. Responsive to all customer issues. Ability to handle multiple tasks and meet service-level agreements. Data entry skills and utilize SMS. Proficiency with Microsoft Office (Word, Excel). Fluent in English. Experience with SAP, ServiceMax, Salesforce, CRM or Field Service software. Excellent organizational, communication, interpersonal skills and ability to multi-task. Excellent customer service skills and ability to handle stressful situations. Self-motivated, reliable, and accountable individual. Outstanding telephone and computer skills. Adaptable to changing shifts. Ability to pass government background checks.
Background: Requires Sensitive Security Information (SSI) access and vetting via the TSA. Applicant must pass a federal background investigation.
We offer: Opportunities for career growth, an inclusive environment, strong leadership, focus on safety and wellbeing, flexible benefits.
Hiring Salary Range: $40,431 - $60,647 (determined by applicant qualifications).
Possible Employment Type: Full-time
Possible Allowed Location: Edgewood, MD