Service Coordinator

1 month ago


Madison, United States Complete Staffing Full time

Service Coordinator Job Description
Our Company is seeking a Service Coordinator to join the Service team to ensure that the customer’s
needs are met in a service situation. At the same time, the Service Coordinator needs to ensure that all
company policies and procedures are followed to promote the best interest of the company.
Responsibilities
• Primary point of contact for incoming service phone calls and emails.
• Monitor service calls and emails to make sure customer has been assisted until full resolution.
• Coordinate installations, routine maintenance calls, and service visits.
o Makes travel arrangements when necessary.
o Monitors invoices from field service engineers.
o Enters information from service call reports into CRM database.
• Coordinate the return authorization process
o Issues return authorization numbers in the ERP System
o Opens new cases in CRM for incoming equipment for repairs, return parts, or trade-in
equipment.
o Tracks all equipment coming into and leaving the building
• Monitors open service cases, including all incoming repairs, in-house repairs, parts orders
testing, parts on backorder.
• Types all sales orders for parts orders and on-site service visits.
• Maintains all device history records (device/service records), CRM database cases, and
numerous spreadsheets.
• Service Contract Sales Support
• Service Sales Support
Required Skills and Experience
• Excellent verbal communication skills
• Strong interpersonal skills, especially in conflict resolution situations
• Able to work effectively with minimal supervision
• Focused on providing quality customer service while keeping the company’s goals and focus in
mind
• Work closely with customers both nationally and internationally from a variety of different
industries
• Ensure that team priorities and goals are met and or exceeded
• Must effectively use a variety of computer software to maintain client relationships, including
CRM - SalesForce, ERP – Sage100, and Office applications
Requirements
An associate’s degree in a business-related field is preferred. Candidate must have at least 2 years of
customer service experience and have the ability to work efficiently with minimal supervision. Candidate
must be able to multi-task, and comfortable communicating directly with customers.



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