Customer Care Coordinator

PartsSource • Hudson, OH

10d • 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 settings across North America and internationally. The role handles calls and email inquiries, processes orders, conducts research, and builds strong customer relationships while working to exceed customer expectations.

The position also involves maintaining accurate customer, order, and case records; documenting interactions and resolutions; offering website and systems troubleshooting; and collaborating with colleagues and management. The role requires working scheduled shifts, attending training and meetings, and escalating complex customer issues when needed.

Requirements

• At least 1 year of prior customer service experience.
• Strong 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 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.
• Respond accurately and professionally to questions about order placement and status, billing, part repairs and returns, and quote requests.
• Escalate complex issues to the appropriate department or staff.
• Arrive prepared at the workstation for scheduled shifts and attend required training and meetings.
• Maintain a professional demeanor and establish positive rapport with customers.
• Provide customer instructions and troubleshooting assistance for websites and other systems.
• Update customer data, order details, and case information in relevant systems.
• Document customer interactions, important details, and resolutions.
• Work with management to stay informed about product, policy, and procedure updates.
• 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 flexible, collaborative workspaces.

What This Job Offers

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