Service Coordinator Order Experience I

Numotion•Everett, WA

About The Position

At Numotion, the Service Coordinator Order Experience I supports the company’s mission to improve the lives of people with disabilities by coordinating service and repair requests and facilitating timely movement of orders through Numotion’s order processing system. The role assists customers, maintains accurate order data, coordinates service technician schedules, and works to resolve customer issues and improve service outcomes. The coordinator is expected to provide excellent service to internal and external customers, comply with company policies and applicable federal regulations, protect confidential information, and perform work with integrity in keeping with Numotion’s mission and leadership principles. Duties may change based on organizational needs or management direction.

Requirements

High school diploma or GED, or an equivalent combination of experience and education.
At least one year of customer service experience.
Ability to work overtime as needed.

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 and enter and maintain accurate data in the order processing system through order 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; work with staff to improve customer satisfaction and turnaround times; and 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 technician time and report discrepancies to management.
Meet established productivity and performance standards.
Participate in Service & Repair initiatives to improve department results.
Perform other duties as assigned by the manager.
Apply Numotion Leadership Principles and comply with company policies, federal regulations, and employee or customer confidentiality requirements.
Provide excellent customer service to internal and external customers and develop solutions to customer concerns.