Customer Care Coordinator

PartsSource • Hudson, OH

12d • Hybrid

About The Position

PartsSource is hiring a Customer Care Coordinator to provide customer service to clinical engineers in hospital and healthcare clinical settings across North America and internationally. The role handles customer calls and emails, answers inquiries, processes orders, and conducts research, with an emphasis on exceeding customer expectations and building strong relationships.

The coordinator responds to questions about order placement and status, billing, part repairs and returns, and quote requests; resolves issues at first contact when possible; and escalates more complex matters to the appropriate department or staff. The role also involves offering website and systems instructions and troubleshooting assistance, maintaining accurate customer and order records, and documenting customer interactions and resolutions. The coordinator works closely with management to stay current on products, policies, and procedures and collaborates with colleagues to support a positive team environment.

Requirements

• At least 1 year of prior experience in a customer service role.
• Excellent verbal and written communication skills.
• Empathy and active listening skills to de-escalate issues and address challenges such as order delays.
• Ability to work cooperatively in a team environment and willingness to assist colleagues.
• Legal authorization to work in the U.S.

Responsibilities

• Handle inbound customer service calls and email inquiries promptly, aiming for first-contact resolution.
• Provide professional, accurate responses and demonstrate knowledge and expertise.
• Respond to inquiries about order placement and status, billing, part repairs and returns, and quote requests.
• Escalate complex issues to the appropriate department or staff.
• Arrive on time, prepared, and ready to work at the workstation for scheduled shifts.
• Attend required training and meetings to stay updated on product knowledge, policies, and procedures.
• Maintain a professional demeanor and establish positive rapport with customers.
• Provide instructions and troubleshooting assistance for websites and other systems.
• Update and ensure the accuracy of customer data, order details, and case information in relevant systems.
• Thoroughly document customer interactions, important details, and resolutions.
• Work with the management team to stay informed about changes or updates in products, policies, and procedures.
• Collaborate with colleagues and support team members as needed.

Benefits

• Competitive compensation package with salary and incentives.
• Company ownership/equity.
• Comprehensive benefits, including a 401(k) match, health benefits, and college debt reduction.
• Career and professional development through training, coaching, and new experiences.
• Hybrid culture with workspaces designed to balance flexibility, collaboration, and productivity.
• Inclusive community of professionals learning and growing together.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed