Customer Service Coordinator

Haarslev • Lenexa, KS

5d

About The Position

The Customer Service Coordinator (CSC) is part of Haarslev’s Commercial Service Department and supports an exceptional customer experience through proactive communication, service coordination, and customer support. As the primary point of contact for assigned accounts, the CSC guides customers from initial inquiry through resolution, maintains customer relationships, coordinates service requests, identifies aftermarket sales opportunities, and contributes to departmental revenue goals.

The role reports to the Customer Service Manager and is part of the Global Services team in North America. It works closely with Service Area Managers, Capital Sales, and other internal departments to provide timely, accurate, and effective customer solutions. The position also supports customer account and order management, CRM and ERP data integrity, quotations, service delivery processes, and departmental performance goals. Occasional business travel and participation in a rotating after-hours on-call schedule may be required.

Requirements

• Associate degree or a minimum of three years of relevant customer service experience.
• Excellent written and verbal communication skills.
• Strong interpersonal skills and ability to build and maintain positive customer relationships.
• Excellent organizational skills, attention to detail, and ability to manage multiple priorities.
• Strong analytical and problem-solving skills, including the ability to identify practical solutions.
• Ability to work independently and collaborate effectively within a team.
• Proficiency in Microsoft Office applications, including Outlook, Excel, and Word.
• Ability to adapt to changing customer needs, business priorities, and operational requirements.
• Willingness and ability to participate in a rotating after-hours on-call schedule.

Nice To Haves

• Experience in manufacturing, industrial equipment, technical customer service, or aftermarket sales.
• Knowledge of the rendering industry or industrial processing equipment.
• Experience with CRM and ERP systems, including Sage or similar platforms.
• Experience preparing quotations, processing customer orders, or supporting service-related sales.
• Ability to interpret technical documentation, equipment specifications, and parts information.
• Occasional business travel may be required.

Responsibilities

• Serve as the primary point of contact for assigned customer accounts and provide a consistent, responsive, professional customer experience.
• Build and maintain customer relationships through proactive communication, timely follow-up, and reliable service.
• Coordinate customer inquiries, requests, and service needs from initial contact through resolution.
• Understand customer needs, recommend appropriate service solutions, and coordinate with internal teams.
• Respond to urgent customer needs by gathering information, coordinating resources, and facilitating resolution.
• Research and resolve complex customer inquiries, escalating issues when necessary.
• Support continuous improvement in customer satisfaction, service quality, and operational efficiency.
• Contribute to service revenue goals through customer engagement, aftermarket sales opportunities, and follow-up.
• Identify opportunities involving spare parts, equipment rebuilds, upgrades, promotional offerings, and other service solutions.
• Review installed equipment records to identify customer needs and proactive service recommendations.
• Prepare timely and accurate quotations for spare parts, flat-rate rebuilds, and requests associated with U.S. Capital Sales projects.
• Follow up on quotations, sales opportunities, and customer inquiries to support retention and revenue growth.
• Collaborate with Service Area Managers and Capital Sales on customer requirements and commercial objectives.
• Contribute to monthly, quarterly, and annual departmental performance goals and KPIs.
• Maintain accurate customer account information, contact records, installed equipment data, and sales opportunities in the CRM system.
• Create lead orders and manage sales opportunities, customer cases, and sales orders.
• Process and maintain customer requests, quotations, and orders using Sage, CRM, and other applicable business systems.
• Verify pricing, equipment specifications, parts compatibility, and order details using internal resources and technical documentation.
• Cross-reference Sage, XAL, operating manuals, and other resources to ensure information accuracy.
• Maintain documentation and records supporting reporting, customer communication, and service delivery.
• Support execution of established service delivery processes.
• Communicate customer priorities, service requirements, and potential challenges to appropriate team members.
• Monitor outstanding customer requests and proactively address delays, unresolved issues, and improvement opportunities.
• Coordinate internal resources to fulfill customer commitments in a timely manner.
• Participate in departmental initiatives to improve processes, customer satisfaction, and service performance.
• Perform other related duties as assigned by the Customer Service Manager.

Benefits

• Opportunities for professional and personal growth and development.
• Opportunity to work alongside a skilled, international team dedicated to making a positive environmental impact.
• Open, supportive, and collaborative company culture.
• Commitment to healthy work-life balance.

What This Job Offers

• Job Type: Full-time
• Education Level: Associate degree