Industrial Packaging Service Coordinator

Job Description

Description & Requirements

We are in search of an Industrial Packaging Service Coordinator to join our growing team. The Industrial Packaging (IP) Service Coordinator is responsible for coordinating field service resources, scheduling equipment installations, repairs, planned maintenance, equipment pickups and deliveries, and supporting the day-to-day administrative needs of the Industrial Packaging Equipment & Service team. This role serves as a key point of contact between customers, service technicians, sales, vendors, parts support, and management to ensure customer requests are handled accurately, professionally, and in a timely manner.

The position will also be cross-trained to assist the Parts CSR and Equipment CSR functions, including parts quotations, order entry, purchase order support, vendor follow-up, inventory coordination, service billing support, and equipment-related purchasing documentation.

Responsibilities Include

Service Coordination

• Assist customers with scheduling service calls, installations, equipment repairs, planned maintenance, and equipment deliveries.
• Coordinate service technician schedules and help prioritize work based on customer needs, technician availability, urgency, and business requirements.
• Communicate with service technicians regarding work orders, pricing, repair details, customer concerns, parts needs, and scheduling updates.
• Schedule installations and repairs in coordination with lead service technicians, service managers, sales, and customers.
• Maintain accurate records related to service schedules, repair status, customer communication, open orders, and billing readiness.
• Prepare customer estimates and service quotations, coordinating with technicians or management as needed to confirm labor, parts, travel, and scope of work.
• Administer and support planned maintenance programs, including scheduling, customer follow-up, documentation, and recurring service coordination.
• Ensure service orders include accurate pricing, costs, notes, labor details, parts usage, and supporting documentation before invoicing.
• Research and resolve customer questions, scheduling issues, service concerns, and order discrepancies in a timely and professional manner.
• Process warranty-related service information and assist with warranty pre-approval, documentation, follow-up, and credit tracking as needed.
  
  

Customer, Technician, and Internal Support

• Serve as a professional point of contact for customers requesting industrial packaging equipment service, parts, maintenance, or repair support.
• Work with customers to gather repair complaints, equipment information, service history, required parts, estimated costs, and expected completion details.
• Communicate delays, backorders, scheduling changes, technician availability, and repair updates to customers and internal stakeholders.
• Support sales, service management, technicians, vendors, and customers to ensure service and equipment needs are met efficiently.
• Maintain a customer-focused approach while balancing technician capacity, business priorities, and operational requirements.
• Follow company procedures for order processing, documentation, reporting, invoicing support, and customer communication.
  
  

Customer Communication Ownership

• Serve as the primary point of contact for customers regarding service requests, equipment repairs, planned maintenance, installations, parts availability, and order status.
• Proactively communicate scheduling updates, technician arrival expectations, equipment delivery timelines, backorders, warranty status, and service completion information.
• Ensure customers receive timely responses and regular updates throughout the service lifecycle, from initial request through completion and billing.
• Coordinate communication between customers, service technicians, sales representatives, equipment specialists, vendors, and management to ensure expectations are aligned and commitments are met.
• Escalate customer concerns, service issues, scheduling conflicts, and critical equipment downtime situations to appropriate management personnel when necessary.
• Monitor open service, parts, and equipment orders to ensure customers are informed of progress, delays, and corrective actions.
• Maintain a high level of professionalism and responsiveness while fostering strong customer relationships and supporting customer retention efforts.
• Act as an advocate for the customer while balancing operational requirements, technician availability, and company policies.
• Support customer satisfaction initiatives by identifying opportunities to improve communication, processes, and overall service delivery.
  
  

Parts CSR Cross-Training Support

• Assist with preparing parts quotations, entering parts orders, generating purchase orders, and supporting parts-related data entry.
• Monitor open parts orders, follow up on backorders or vendor delays, and communicate updates to technicians, customers, sales, and management.
• Support receiving parts orders into the system, coordinating returns, generating RMAs, and assisting with vendor follow-up.
• Help maintain inventory control, mandatory stock items, service parts availability, and technician car stock reporting.
• Coordinate with technicians to confirm components, tools, and parts needed for installations, repairs, and planned maintenance work.
• Assist with shipping internal parts orders and ensuring required materials are available for upcoming service work.
  
  

Equipment CSR Team Cross-Training Support

• Assist the Equipment CSR team with administrative tasks related to equipment orders, vendor communication, purchase order documentation, order status tracking, and delivery coordination.
• Help gather and maintain equipment order details, vendor confirmations, expected ship dates, freight information, and customer delivery requirements.
• Support communication between sales, equipment specialists, purchasing, service, vendors, and customers to help ensure equipment orders are processed accurately.
• Assist with tracking open equipment orders and communicating status updates or potential delays to the appropriate internal teams.
• Support documentation needed for equipment installations, startup scheduling, service preparation, and customer handoff.
  
  

Administrative & Reporting

• Promptly and accurately complete required paperwork, system updates, service notes, order documentation, and internal reports.
• Submit accurate and timely reports to management or corporate teams as required.
• Maintain organized records for scheduling, invoicing, warranty processing, customer communication, and open service activity.
• Coordinate and reprioritize tasks as business needs change.
• Meet company performance, customer service, and quality standards.
• Perform other duties and special projects as assigned by management.
  
  

The Ideal Candidate Will Have

• High school diploma or equivalent required; associate degree or some college preferred.
• 2–4 years of experience in an administrative, customer service, service coordination, warehouse/distribution, equipment support, or business environment preferred.
• Prior experience supporting service technicians, equipment repair, parts coordination, purchasing, or industrial equipment operations preferred.
• Strong written and verbal communication skills.
• Excellent customer service skills with the ability to remain professional, positive, and focused in a fast-paced environment.
• Strong organizational skills and attention to detail.
• Ability to manage multiple priorities, changing schedules, urgent requests, and busy periods effectively.
• Strong problem-solving ability and follow-through.
• Ability to work independently with minimal supervision while also supporting a team environment.
• Proficiency with Microsoft Office, including Outlook, Word, and Excel.
• Salesforce or ERP/order-entry system experience preferred but not required.
• Basic mechanical aptitude or ability to understand industrial packaging equipment terminology, parts, service needs, and repair documentation preferred.
• Ability to read instructions, service notes, diagrams, parts information, and customer documentation.
• Strong math skills for reviewing quotes, pricing, costs, purchase orders, and invoicing details.
• Ability to physically sit at a desk for long periods, operate a computer, and listen/speak clearly on the phone.
  
  

Compensation & Benefits

The pay range for this role is $19.00-$26.40 per hour. This range represents what the company reasonably expects to pay an associate for this role based on current market data, internal equity, and other business factors. The actual compensation offered may vary depending on factors such as relevant experience, qualifications, geographic location, and other considerations. In addition to base pay, BradyPLUS offers a comprehensive benefits package to support the health and well-being of our associates and their families. Benefit offerings include medical, dental, vision, life and disability insurance, flexible spending accounts, Employee Assistance Programs (EAP), 401(k) Retirement and more.

About Imperial Brady

Imperial Brady is a leading North American distributor and solutions provider for cleaning and facility care, foodservice, and packaging. With more than 13,000 employees and a broad supply chain network, we deliver national scale with local expertise. Built on strong customer relationships and deep industry knowledge, we go beyond distribution—delivering Supplies Support through expertise, service, and a commitment to making every customer touchpoint a plus.

We offer a dynamic environment for our more than 13,000 employees to work, learn, and grow professionally. We value our people and strive to create rewarding career opportunities by offering competitive salaries and benefits (medical, dental, vision), a 401(k) program with company match, life insurance, a generous paid time off package, educational reimbursement, paid family leave, and adoption assistance. We are excited to invite talented individuals with a passion for excellence to join our team.

Imperial Brady is an EEO Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, pregnancy, status as a parent, national origin, age, disability (physical or mental), family medical history, or genetic information, political affiliation, military service, or other non-merit-based factors.

Our company is a Fair Chance employer, committed to providing opportunities for qualified individuals with past justice system involvement. We believe in assessing candidates based on their skills and experience. A conditional offer of employment will be contingent upon the successful completion of a background check, consistent with applicable federal, state, and local laws.

Massachusetts Applicants

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.