Customer Care Coordinator

PartsSource • Hudson, OH

5d • Hybrid

About The Position

PartsSource is a technology and software platform for managing mission-critical healthcare equipment. The Customer Care Coordinator provides customer service to clinical engineers in hospital and healthcare clinical settings across North America and internationally. The role responds to phone and email inquiries, processes orders, conducts research, and builds strong customer relationships while working to exceed customer expectations.

The position handles questions about order placement and status, billing, part repairs and returns, and quote requests. It also provides website and system instructions and troubleshooting assistance, escalates complex issues, and maintains accurate customer, order, and case records. The coordinator works collaboratively with colleagues and management, attends required training and meetings, and stays informed about products, policies, and procedures.

Requirements

• At least 1 year of prior experience in a customer service role.
• Excellent verbal and written communication skills.
• Empathy and active listening skills, including the ability to de-escalate issues and handle order delays or other challenges.
• Ability to work cooperatively in a team environment and willingness to 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, accurate responses to customer questions about order placement and status, billing, part repairs and returns, and quote requests.
• Escalate complex customer 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 current on product knowledge, policies, and procedures.
• Maintain a professional demeanor and build positive rapport with customers.
• Provide 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, including important details and resolutions.
• Work with management to stay informed about product, policy, and procedure changes.
• Collaborate with colleagues and support team members as needed.

Benefits

• Competitive compensation package including 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 and 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