Customer Care Coordinator

PartsSource • Hudson, OH

5d • 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 responds to customer inquiries by phone and email, processes orders, conducts research, and builds strong customer relationships while working to exceed expectations.

The coordinator handles questions about order placement and status, billing, part repairs and returns, and quote requests; provides accurate information and website or systems troubleshooting; and escalates complex issues when needed. The position also maintains accurate customer, order, and case records, documents interactions and resolutions, stays informed about products and procedures, and collaborates with colleagues and management. The role requires working scheduled shifts from a workstation and attending required training and meetings.

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 handle challenges such as order delays.
• Ability to work cooperatively in a team environment and assist colleagues.
• Legal authorization to work in the United States.

Responsibilities

• Handle inbound customer service calls and email inquiries promptly, aiming for first-contact resolution.
• Provide professional and accurate responses to customer questions.
• 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 and prepared at the workstation for scheduled shifts.
• Attend required training and meetings to stay current on product knowledge, policies, and procedures.
• Maintain a professional demeanor and build positive rapport with customers.
• Provide customer instructions and troubleshooting assistance for websites and other systems.
• Update and maintain accurate customer data, order details, and case information in relevant systems.
• Document customer interactions, important details, and resolutions.
• Stay informed about product, policy, and procedure updates in coordination with management.
• Collaborate with colleagues and support team members as needed.

Benefits

• Competitive compensation package with salary and incentives.
• Company ownership/equity.
• 401(k) match.
• Health benefits.
• College debt reduction.
• Career and professional development through training, coaching, and new experiences.
• Hybrid culture and workspaces intended to balance flexibility, collaboration, and productivity.
• Inclusive and diverse community of professionals.

What This Job Offers

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