JOB TITLE:Customer Service Coordinator
TYPE: Full Time, non-exempt
SUMMARY:
The Customer Service Coordinator supports all aspects of the Technical Support Team functions. This position will assist in maintaining the day-to-day operations of the department.
PRIMARY DUTIES AND RESPONSIBILITIES:
- Answers all inbound service calls transferred from Call Center for existing cases.
- Develops and maintains inbound call reports for Customer Response Center (CRC) in Lancaster and for the 24x7 Global Call Center.
- Assists team with updating Acumatica (CRM/ERP) with information related to Service Contracts, Equipment, SLAs/Entitlements and customer/portal users.
- Monitors Service Team’s email inbox to create new cases and/or respond to manual requests.
- Completes order management steps to ensure timely processing of customer orders.
- Validates that customer orders align with parts quotes and terms and conditions.
- Ensures the customers are not on credit hold prior to processing orders or receiving technical support.
- Submits procurement requests within the ERP system to Supply Chain for customer orders and service inventory/stock replenishments.
- Submits parts replenishment requests for (Critical Spare Parts Kit) CSPK consumption at customer sites.
- Follows up with Supply Chain, Logistics and Production regarding open Service Parts Orders and their statuses.
- Monitor RR/RC processing progress with Supply Chain and Operations to ensure timely resolution, sending regular status reports to the Customer Service Leader.
- Supports the team of Technical Support Specialists as needed for timely customer responses and case resolution.
- Assists sales team with miscellaneous requests often with little or no notice.
- Completes additional tasks as assigned.
POSITION QUALIFICATIONS:
· High school diploma or equivalent required.
· Associates degree preferred.
· 2+ years of experience in administrative role preferred.
SKILLS & ABILITIES:
· Excellent verbal and written communication skills.
· Excellent interpersonal, Sales and Customer Service skills.
· Requires basic familiarity with MS Office suite.
· Requires understanding of how to navigate through cloud-based tools such as CRM, ERP and other platforms.
· Excellent organizational skills and attention to detail.
· Ability to multitask in a fast-paced Customer-facing environment.
PHYSICAL REQUIREMENTS:
· Office environment working primarily at a desk on a computer.
· Ability to sit for long periods of time.
· Must be able to lift to 25 pounds at times.
Job Type: Full-time
Pay: $20.50 - $23.00 per hour
Benefits:
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Shift:
- 8 hour shift
- Day shift
Weekly day range:
- Monday to Friday
Work setting:
- In-person
Work Location: In person