Customer Service Coordinator

3 days ago

Kent, Ohio, United States Hamrick Packaging Systems Full time

Summary

The Customer Service Coordinator plays a critical role in managing the entire customer experience after equipment delivery. This includes field service coordination, warranty support, spare parts fulfillment, and overall aftermarket engagement. Acting as the central liaison between customers and internal departments—such as sales, engineering, manufacturing, and parts—this role ensures customer satisfaction through responsive communication, accurate coordination, and proactive follow-up. The ideal candidate is highly organized, technically inclined, and confident in managing multiple priorities in a fast-paced OEM manufacturing environment.

 

Key Responsibilities

Customer Interaction

  • Serve as the primary point of contact for all aftermarket inquiries, including service, warranty claims, spare parts, and technical support.
  • Manage incoming service requests via phone and email; create and maintain accurate work orders.
  • Route complex technical issues to the appropriate engineering or support teams.
  • Communicate service status, shipment updates, and resolution timelines to customers.
  • Proactively engage customers post-install to build relationships and gather feedback.

Service Coordination & Administration

  • Schedule and dispatch in-house and field technicians based on workload, urgency, and skillset.
  • Ensure technicians are equipped with complete scopes of work, parts, and documentation.
  • Coordinate cross-functionally with engineering, sales, and operations to resolve customer issues efficiently.
  • Maintain service logs, schedules, and customer communication records in the ERP system.
  • Support service process development, including escalation protocols and field campaign coordination.
  • Assist in onboarding and training of new service team members as needed.

Aftermarket Sales, Quoting & Invoicing

  • Generate quotes for service labor, travel, and extended warranty programs.
  • Coordinate vendor quotes for outsourced repairs or specialized service.
  • Track time-and-materials jobs and ensure accuracy in invoicing.
  • Collaborate with the parts department to ensure accurate and timely fulfillment of customer orders.

Technical Support

  • Build working knowledge of company products to provide first-level troubleshooting and triage.
  • Assist technicians with drawings, parts lists, and technical documentation.
  • Interpret equipment schematics, blueprints, and part breakdowns when supporting customer requests.
 

Qualifications

  • 3–5 years of experience in aftermarket support, service coordination, or technical customer service within a manufacturing or industrial setting.
  • Technical aptitude and familiarity with machinery, automation, or mechanical systems preferred.
  • Proficiency in Microsoft Office (Excel, Word, Outlook, Teams); experience with ERP systems is a strong plus.
  • Excellent written and verbal communication skills.
  • Strong organizational skills with the ability to manage multiple priorities and maintain accuracy.
  • Customer-first mindset with a calm, proactive, and solutions-oriented approach.
 

Preferred Traits

  • Self-motivated and dependable with strong follow-through.
  • Comfortable working in a fast-paced technical environment with competing demands.
  • Outgoing, professional demeanor; highly comfortable with outbound calls and direct customer interaction.
  • Strong collaborator with the ability to work cross-functionally across departments.
 

Additional Requirements

  • Full-time, on-site position.
  • Must be able to speak, read, and write fluent English.
  • Must be able to walk and work safely within a manufacturing environment.
  • Must be able to lift and carry up to 20 pounds.

-Full-Time

 

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