Customer Service Operations Coordinator

Aerotech, Inc.•Pittsburgh, PA

7d•Onsite

About The Position

The Customer Service Operations Coordinator is the primary administrative point of contact for the Global Technical Support (GTS) department, managing inbound customer inquiries and coordinating assigned service requests from initiation through resolution. This role ensures efficient service delivery by facilitating customer communication, coordinating repair and training activities, maintaining accurate business records, and supporting continuous process improvement. Success in this position requires a customer-focused approach, strong organizational skills, adaptability, and effective collaboration with internal and external stakeholders.

Requirements

Strong proficiency with Microsoft Office, Google Workspace, and the ability to learn ERP, CRM, and other corporate systems
Knowledge of administrative and customer service practices and procedures
Excellent written and verbal communication skills with the ability to interact professionally with customers and colleagues
Strong organizational, time management, and multitasking skills with attention to detail
Outstanding customer service skills to include complex resolution abilities
Ability to gather data to compile information, and prepare documents
Self-motivated with the ability to prioritize work and perform independently with minimal supervision
Proven ability to use independent judgment and discretion in decision making
Associates Degree (AA) or equivalent from an accredited college or technical school
At least one year of related administrative experience and/or training
Equivalent combination of education and experience may be considered
Must be authorized to work in the United States without employer sponsorship. Aerotech does not provide US work authorization sponsorship for this position. OPT and CPT visa holders are not eligible for employment if they will need work authorization sponsorship at any time in the future.

Responsibilities

Monitor GTS communications channels, including the Support Portal, email, and phone lines to create, assign and prioritize new support cases.
Provide timely updates on order status, lead times, and tracking information.
Interface directly with customers via email, phone, or web conferencing.
Serve as the primary customer contact for assigned or co-assigned tickets from start to resolution, including but not limited to training, warranty and non-warranty repairs, and failure analysis.
Manage repair workflows by preparing quotations, validating purchase orders, entering orders, processing RMAs, and coordinating with production, shipping, and accounting.
Coordinate customer training engagements, including quotations, scheduling, logistics, and communication with technical staff.
Receive, inspect, and process incoming RMA shipments, including unpacking, documenting contents, and organizing products within the work area.
Maintain customer-specific operational requirements, including shipping crate inventories, inspection records, safety stock, and other customer documentation.
Maintain accurate customer records within ERP, CRM, and other business systems.
Generate quotations and process sales orders, RMAs, and technical support transactions accurately and in a timely manner.
Maintain shared dashboards, databases, and reports to ensure data integrity, accurate reporting, and workflow visibility.
Identify opportunities to improve workflows, reporting, and process improvements.
Participate in special projects that enhance service quality.
Train team members on job functions, systems, or new processes as needed.
As assigned

Benefits

Competitive compensation
Bi-annual bonus
Annual raise eligibility
UPMC Health Insurance
Dental insurance
Vision insurance
Life insurance
Retirement Plan
Employee Stock Ownership Trust
401k
Paid time off
Parental leave
Referral program
Professional development assistance
Tuition reimbursement
Continuous paid on-the-job training in a clean and climate-controlled environment