Service Operations Coordinator

2 weeks ago

Foothill Ranch, California, United States PEAK Technical Staffing USA Full time

Position Overview:
This role is a Hybrid position, requiring onsite presence from Tuesday to Thursday, with remote work available on Monday and Friday.

Working Hours:
East Coast service: 6 AM - 3 PM
West Coast service: 7 AM - 4 PM or 8 AM - 5 PM.

Company Background:
We are a leading global entity in retail loss prevention, operational management, and analytics, headquartered in California. Our extensive presence spans across various countries, including the UK, Australia, China, Hong Kong, Germany, France, and Canada, with a diverse workforce of 450 skilled professionals.

With over 25 years of industry leadership, we are committed to excellence through innovative technologies and exceptional customer service. We aim to transform the retail landscape by providing groundbreaking solutions and services that set new industry benchmarks.

Role Summary:
We are looking for a Service Coordinator to enhance our global operations. The ideal candidate is detail-oriented, technologically adept, and dedicated to delivering outstanding customer service. You will manage multiple concurrent projects that require timely and effective resolutions, ensuring that both customers and team members receive reliable support.

What We Offer:
We provide a competitive compensation and benefits package, which includes:

  • Attractive Total Compensation Package
  • Flexible hybrid work schedule
  • Comprehensive healthcare benefits, including medical, dental, and vision coverage; Life/ADD/LTD insurance; FSA/HSA options
  • 401(k) Plan with Employer Match
  • Generous Paid Time Off (PTO) policy
  • Observance of 11 paid company holidays

Key Responsibilities:
Your responsibilities will include, but are not limited to:

  • Processing and scheduling new Service Work Orders using the company’s order processing system (CRM)
  • Preparing and processing Service Quotes, Service Orders, and Service Tickets
  • Logging Technicians' check-ins/check-outs
  • Shipping products to align with Service schedules
  • Collaborating with Field Services Engineers, third-party Technicians, General Contractors, Electricians, and Tile vendors to complete Service Work Orders
  • Updating customers on Service status as necessary
  • Reviewing technician Service paperwork to ensure accuracy and completion
  • Communicating with Account Managers to adjust purchase orders and NTE as needed
  • Updating Customer cards and Systems
  • Monitoring dates in the company’s ERP system for each replaced device
  • Extracting data from Online Monitoring
  • Following up on Service Work Orders to ensure they remain on schedule
  • Processing return labels and RMAs for unused products
  • Verifying vendor invoices for accuracy
  • Performing required functions in Customer Online Portals
  • Posting new Service Orders in the company’s order processing system upon job completion
  • Attaching necessary documents and processing Service Orders for invoicing
  • Creating and monitoring reports as required

Qualifications:
The following qualifications are essential:

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

Skills:
The ideal candidate will possess:

  • Strong analytical skills to evaluate potential solutions
  • Excellent communication skills, both verbal and written
  • A professional demeanor in all interactions
  • A welcoming, positive, and inclusive attitude
  • Exceptional organizational skills and attention to detail
  • The ability to multitask and prioritize effectively

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