Customer Service Coordinator

Job Title: Customer Service Coordinator

Pay Rate: $33.65/HR

Duration: 12 months

Location: Remote (requires up to ~1 month of onsite in Cary, NC, training initially)

2nd shift : (3:00 PM–12:00 AM), with some flexibility for alternate schedules (including late-night/3rd shift coverage and one weekend day)

Our Healthcare Diagnostics team is seeking a Customer Service Coordinator to support service operations by coordinating customer requests, scheduling field service engineers, and ensuring exceptional customer experiences. In this role, you will serve as the primary point of contact for customers and internal service teams, helping to manage service requests from start to finish.

• Serve as the primary point of contact for customers, field service engineers, and internal support teams.
• Answer and manage inbound customer and engineer calls related to service requests and equipment support.
• Coordinate scheduling and dispatch of field service engineers to meet customer commitments.
• Maintain proactive communication with customers regarding appointments, service updates, and issue resolution.
• Prioritize service requests based on business needs and customer commitments.
• Provide first-level troubleshooting and route complex technical issues to the appropriate support teams.
• Process customer orders, service requests, and documentation accurately within company systems.
• Support capacity planning and resource allocation to maximize operational efficiency.
• Maintain accurate customer records and service documentation.
• Participate in new system implementations and complete required training.

Requirements

• Bachelor's degree or equivalent combination of education and professional experience.
• 1–5 years of experience in Customer Service, Service Coordination, Dispatch, Service Operations, or a related field.
• Experience managing multiple priorities in a fast-paced environment.
• Knowledge of SAP or other ERP/service management systems.
• Strong customer service and relationship management skills.
• Reliable and adaptable, especially for after-hours scheduling.
• Excellent verbal and written communication skills.
• Strong organizational, time management, and problem-solving abilities.
• Ability to work independently while collaborating with cross-functional teams.
• Proficiency with Microsoft Office, including Excel, Outlook, Word, and PowerPoint.
• Comfortable working second shift and rotating weekend schedules.

Preferred Qualifications

• Experience in Healthcare, Medical Devices, Diagnostics, Life Sciences, or other regulated industries.
• Experience coordinating field service technicians or engineers.
• Experience in scheduling, dispatching, or workforce planning.
• Technical support or service operations experience.
• Experience supporting customers remotely in a technical environment.