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Service Operations Coordinator

2 months ago

Foothill Ranch, California, United States GATEKEEPER SYSTEMS Full time
Position Overview

Service Operations Coordinator

Company: GATEKEEPER SYSTEMS, INC.

Location: Foothill Ranch, CA

GATEKEEPER SYSTEMS is recognized as a leading entity in the realm of retail loss prevention, operational management, and data analytics. With a global footprint and a dedicated workforce, we have consistently set benchmarks in the industry for over 25 years, driven by our commitment to innovation and exceptional client service.

We invite you to be part of our mission to transform the retail landscape through advanced solutions and services that elevate industry standards.

We are in search of a Service Operations Coordinator to enhance our team in Foothill Ranch, California. The ideal candidate will be meticulous, technologically adept, and dedicated to providing outstanding customer support. You will manage multiple fast-paced projects that demand prompt, comprehensive, and prioritized resolutions, ensuring that our clients and colleagues receive reliable outcomes.

WHAT WE PROVIDE...

Become a member of the GATEKEEPER SYSTEMS team and witness your professional journey flourish. We offer a competitive salary and benefits package that includes:

  • Comprehensive Compensation Structure
  • Flexible hybrid work arrangements
  • Extensive healthcare benefits, including medical, dental, and vision plans; Life/ADD/LTD insurance; FSA/HSA options.
  • 401(k) Plan with Employer Contribution
  • Generous Paid Time Off (PTO) policy
  • Observance of 11 paid company holidays

KEY RESPONSIBILITIES:

  • Manage and schedule new Service Work Orders utilizing the company's order management system (CRM)
  • Prepare and process Service Quotes, Orders, and Tickets
  • Handle Sales Orders efficiently
  • Track Technicians' check-in/check-out
  • Coordinate product shipments to align with Service schedules
  • Collaborate with Field Services Engineers, third-party Technicians, and various vendors to fulfill Service Work Orders
  • Update clients on Service status as necessary
  • Review technician Service documentation to ensure accuracy and completion
  • Engage with Account Managers to adjust purchase orders and NTE as needed
  • Update customer records and System Monitor data in the company's ERP system for each replaced device
  • Extract data from GATEKEEPER SYSTEMS' Monitoring Online
  • Follow up on Service Work Orders to ensure adherence to schedules
  • Process return labels and RMAs for unused products
  • Verify vendor invoices for correctness
  • Perform necessary functions in Customer Online Portals
  • Post new Service Orders in the order management system upon job completion
  • Attach required documentation and process Service Orders for billing
  • Create and monitor reports as required

QUALIFICATIONS:

The following qualifications are essential for this role:

  • Ability to utilize available resources to assess potential solutions
  • Proficient in asking clarifying questions
  • Commitment to confidentiality and ethical standards
  • Excellent verbal and written communication skills
  • Professional demeanor in all interactions
  • Ownership of assigned responsibilities
  • Positive and inclusive attitude
  • Highly organized with strong attention to detail and follow-up skills
  • Proficient in office software (CRM, Navision, Word, Excel, PowerPoint, Outlook, Smartsheet)
  • Accuracy in scheduling and maintaining calendars, tracking reports, and calculating metrics
  • Ability to manage multiple tasks and prioritize effectively

EDUCATION AND EXPERIENCE:

  • 3-5 years of relevant customer service experience
  • Bachelor's degree preferred
  • Proficiency in Excel, Word, Outlook, and other Microsoft applications
  • Experience in Loss Prevention is a plus

DISCLAIMER:

This job description provides a general overview of the position's requirements. It is not intended to be exhaustive of every task that may be assigned or required. The description is subject to change based on company and departmental needs.

GATEKEEPER SYSTEMS, INC. is an equal opportunity employer. We are dedicated to fostering a diverse workforce and an inclusive environment. We value diversity and believe that our differences enhance our collective strength. We encourage applications from candidates who can contribute to this goal.