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