Operations Support Coordinator I

Carlton Group • Charlotte, NC

404d • $39,520 - $47,840

About The Position

The Operations Support Coordinator I at Carlton Group Inc. is responsible for ensuring the efficient delivery of scale installation, calibration, and repair services to a diverse customer base. This role supports the operations team by coordinating service appointments, managing work orders, and providing administrative support, contributing to customer satisfaction and operational efficiency.

Requirements

• High school diploma required; minimum of 3-5 years of experience in a comparable industrial field service industry.
• Proficient in Microsoft Office; experience with NetSuite and Service Pro preferred.
• Strong verbal, written, and listening skills.
• Self-motivated individual who can work independently with minimal supervision.
• Problem-solver who can juggle multiple tasks and adapt to evolving priorities.

Nice To Haves

• Experience in the industrial field service industry.
• Familiarity with GPS tracking for technician vehicles.

Responsibilities

• Answer and direct incoming calls, assisting customers with service inquiries regarding repairs, installations, preventative maintenance, load tests, rentals, and parts sales.
• Schedule preventative maintenance, installations, and repairs to maximize technician productivity.
• Collaborate with the Sales department to coordinate equipment installations and assign service technicians to various tasks, including repairs and inspections.
• Manage the on-call system for after-hours customer service.
• Provide quotes for parts, installations, PM contracts, and repairs as needed.
• Create and manage work orders, ensuring timely updates, status documentation, and charge calculations.
• Dispatch work orders to technicians and track their status via ServicePro and SmarterCerts applications.
• Partner with the billing team, sales, and operations to ensure work orders are completed and processed efficiently.
• Submit purchase orders for inventory, coordinate part orders, and ensure accurate pricing and availability.
• Handle accounts receivable, credit terms, and assist with past due AR as needed.
• Create cases in NetSuite for various requests, including credits, payment term changes, customer documentation, and continuous improvement opportunities.
• Process inventory returns and warranty claims, including creating vendor return authorizations and tracking returns.
• Manage shipping, receiving, and inventory tagging, ensuring all items are documented and accounted for.
• Assist with physical inventories and work with managers to maintain optimal stock levels.
• Process transfer orders and ensure timely movement of inventory to prevent obsolescence and reduce costs.
• Review and approve timesheets timely and for accuracy, verifying work orders, customer details, and time entries.
• Review and code employee credit card charges timely and for accuracy, ensuring job-related costs are properly recorded.
• Utilize GPS tracking for technician vehicles to optimize dispatching.
• Reconcile petty cash, maintain office equipment, and provide requested reports to management.
• Complete vendor setup documents, W-9s, and other required forms.
• Perform any additional duties assigned by management.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Merchant Wholesalers, Durable Goods
• Education Level: High school or GED