Senior Customer Care Service Coordinator 2nd Shift (11am - 8pm)

Smiths Group • Edgewood, MD

9d • $43,680 - $98,160

About The Position

The Senior Customer Care Service Coordinator will be a customer advocate and provide a world class level of customer support to internal and external customers of Smiths Detection. This role is the catalyst to providing customers with First Call Resolution to their inquiry. This person assumes responsibility as the first human interface with the customer for incoming calls to Smiths Detection Service. The Service Coordinator will also be responsible for various functions as it relates to creating service requests, service orders, parts orders, RMA’s, processing of field service reports, reconciling inventory and processing of consumable orders. As such, a high degree of patience, professionalism, organizational knowledge and people skills are necessary. The Service Coordinator dispatches, coordinates, monitors and improves field service activities for domestic and international customers. Provides support and guidance to field service personnel who perform on-site routine services including installation, maintenance, and repair around the globe. Ensures field services are effective, and customers’ requirements are consistently met. This individual will also service as a mentor, trainer and informal team leader for other customer care service coordinators within the call center. The Senior Customer Care Service Coordinator is a subject matter expert in all current call center processes and procedures. This is an 11am - 7pm work schedule Monday through Friday.

Requirements

• Associate degree or equivalent training preferred. High School Degree and 5 years of related experience is required. Technical training on supported product lines. Equivalence achieved through comparative work and life experience is acceptable.
• Prior hands-on order processing, data entry experience, scheduling/dispatching experience and a minimum of 5 years of experience in a customer service/support environment. Experience providing technical support preferred.
• This position requires access to ITAR, EAR, and Department of State or Department of Commerce controlled information and routine access to a cleared facility. Applicant must be a U.S. Person (citizen, green card holder or other permanent resident).
• Individuals should possess good communications skills and have a strong orientation for customer focus and teamwork.
• Ability to coach and mentor other colleagues.
• Excellent interpersonal skills to work well with others.
• Must always be responsive to all customer issues.
• Must display an ability to handle multiple projects or tasks at the same time while still meeting service level agreements.
• Ability to troubleshoot technical issues with a customer to prevent field service visits from being necessary.
• Ability to perform data entry tasks and utilize various functions within the Service Management System (SMS).
• Proficiency with Microsoft Office software specifically Word and Excel.
• Must be fluent in English.
• Possess excellent organizational, communication, interpersonal skills with the ability to multi-task several projects at once.
• Excellent customer service skills and the ability to handle stressful situations.
• Self-motivated, reliable, and accountable individual
• Possess outstanding telephone and computer skills
• Must be willing to accept and be adaptable to changing shifts and job requirements based upon the needs of the business and demonstrate flexibility
• Must have the ability to pass government background checks to obtain required clearances to work on government contracts.

Nice To Haves

• Experience with SAP, ServiceMax, Salesforce, CRM or Field Service software and/or bilingual capabilities are highly desirable.

Responsibilities

• Provides courteous, accurate and timely responses to requests for information.
• Identifies issues, concerns and/or complaints from customers and either personally manages the issue or redirects the customer to the appropriate internal support group.
• Opens all service events within the Service Management System (SMS), responding to order processing inquiries, offering a knowledge-based resolution or directing the caller to the appropriate technical or administrative team.
• Accurately opens and documents service events within the SMS
• Use our enterprise system to generate the appropriate work order for the field service engineer to understand the purpose, location, parts, warranty, etc. for the job.
• Investigates, analyzes and rectifies customer concerns or elevates problems to management attention when necessary.
• Coordinate the daily schedule for Field Service Engineers/Vendors performing maintenance, repair or installation work orders for domestic and international customers.
• Coordinate all field service work orders using the field service software while providing extensive notes
• Create quotes as required for consumable orders and billable spare parts
• Conducts follow up calls/emails after repairs/installs are completed to ensure customer satisfaction.
• Assumes accountability to reduce or minimize costs whenever scheduling field service work orders.
• Excellent ability to build rapport with the Field Service Engineers/Vendors and work collaboratively daily.
• Communicates with domestic/international partners and vendors to make sure the correct staff is deployed.
• Communicates with the customer or point of contact via the phone and email consistently keeping them informed of progress, delays and status.
• Fully understands the geography and logistics associated with various regions.
• Intimately familiar with the airports and associated codes within various regions.
• Receive and process orders from customers via telephone, website and e-mail and processes accordingly
• Clarify P/Ns based upon customer description as required
• Confirm in-stock counts, verify whether parts are in stock, and if not, quote an expected lead time
• Track all backorders and ensure that they are filled in a timely fashion.
• Provide all requested proof of delivery for billing/accounting purposes
• Pre-approve all returned merchandise; provide Return Material Authorization (RMA), explain policies and paperwork to customer
• Receive and resolve inquires and complaints by customers concerning incorrect billings or shipment problems
• Processes Field Service Reports and reconcile parts inventory
• Create non-product requisitions and purchase orders in order process vendor invoices
• Maintain liaison with Supply Chain, Tech Support, Sales, Trade Compliance, Credit & Finance and other related departments.
• Processes intercompany transfer orders
• Utilizes specialized system reports and follows-up with customers to ensure satisfaction
• Notifies supervisor of repetitive problematic issues where a possible pattern may exist or anticipated inventory shortages are expected
• Create, interpret and disseminate reports as requested
• Successfully attended and passed operator training for supported product lines.
• Successfully attended and passed technical training for supported product lines.
• Comply with and ensure department compliance with Company health, safety and environmental policies.
• Comply with all applicable U.S. export control and security regulations.
• Required to successfully obtain and maintain government clearance
• Other duties as assigned to assure the success of the Call Center
• Call center operations run on a 24/7 schedule. Various shifts are available including nights and weekends.
• Responsible for mentoring, training, acting as informal team leader to other Customer Care Service Coordinators.
• Subject Matter Expert and go to person for call center process and procedures.
• Ability to handle internal escalations in the absence of a supervisor.
• Supervises: Limited supervision of other Customer Care Service Coordinators when acting as informal team leader.

Benefits

• Join us and we’ll help build your career, with excellent training and opportunities for career growth across the business, both locally and globally. You’ll experience an inclusive environment, with strong leadership and a focus on safety and wellbeing. You’ll also have the flexibility to choose from a wide range of benefits to suit your lifestyle, offering you and your family support from a health and wellbeing, financial and lifestyle perspective.
• This role offers a competitive Business Profit Plan.
• This position includes a competitive benefits package.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree
• Number of Employees: 1,001-5,000 employees