Service Coordinator Order Experience I

Numotion•Phoenix, AZ

11d•$18 - $23

About The Position

At Numotion, the Service Coordinator Order Experience I supports the company’s mission to improve the lives of people with disabilities. Numotion provides mobility products and services, including wheelchairs, medical supplies, and assistive technologies. The role receives and implements service and repair requests, coordinates timely service delivery, and facilitates orders through Numotion’s order processing system. The coordinator assists customers, maintains accurate order data, releases purchase orders for replacement parts, supports warranty and return-authorization documentation, and helps resolve customer concerns. The position also coordinates service technician schedules and routes, reconciles daily schedules, and reports discrepancies to management. The employee is expected to meet productivity and performance standards, contribute to service and repair improvements, protect confidential information, comply with company policies and federal regulations, and provide excellent service to internal and external customers. Other duties may be assigned, and responsibilities may change based on organizational needs. The role requires prolonged desk or computer work and may require overtime. Candidates must pass a drug test before employment.

Requirements

High school diploma, GED, or an equivalent combination of experience and education.
At least one year of customer service experience.

Nice To Haves

Strong written and verbal communication skills.
Strong listening, organization, and priority-setting skills.
Ability to work in a fast-paced environment and manage multiple priorities.
Ability to think quickly, assess situations, and make sound decisions.
Ability to provide best-in-class customer service.
Working knowledge of service order processing.
Knowledge of complex rehabilitation equipment and products.
Prior experience in the durable medical equipment industry.
Exceptional interpersonal and problem-solving skills with internal colleagues and external customers.
Knowledge of MS Word, Excel, PowerPoint, and Outlook.

Responsibilities

Assist customers with service and repair requests, enter and maintain accurate data in the order processing system, and progress orders through completion.
Release purchase orders for replacement parts accurately and promptly, and facilitate warranty and return-authorization documentation as appropriate.
Respond promptly to customer inquiries, requests, and complaints, working with staff to improve customer satisfaction and turnaround times.
Communicate customers’ financial responsibility.
Resolve customer issues without additional transfers when possible and de-escalate customers when appropriate.
Coordinate scheduling and routing of service technicians upon request.
Reconcile routes and daily schedules to ensure appropriate allocation of service technicians’ time and report discrepancies to management.
Meet established productivity and performance standards.
Participate in Service & Repair initiatives to continually improve department results.
Perform other duties as assigned by the manager.
Use Numotion Leadership Principles and perform the job with integrity, compliance, and values consistent with Numotion’s mission.
Protect employee and customer confidentiality and comply with Numotion policies and federal regulations.
Provide excellent customer service to internal and external customers, find solutions to customer concerns, and keep customer service a top priority.