Service Coordinator Order Experience I

Numotion • Tualatin, OR

2d

About The Position

The Service Coordinator Order Experience I receives and implements service and repair requests, coordinates the timely provision of services, and facilitates order movement through Numotion’s order processing system. The role supports customers throughout the service and repair process, coordinates service technician schedules and routes, and works with colleagues to resolve issues and improve customer satisfaction and turnaround times. The coordinator is expected to provide excellent service to internal and external customers, protect confidential information, follow company policies and federal regulations, and act with integrity in keeping with Numotion’s mission and Leadership Principles. The position may include other duties assigned by management, and its responsibilities may change based on organizational needs.

The role involves prolonged desk and computer work and frequent use of hands, wrists, and fingers with computer equipment. Occasional reaching and movement with the arms and hands may be required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. Overtime may be required as needed.

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.
• Ability to meet the described physical demands, with reasonable accommodations where applicable.

Nice To Haves

• Strong written and verbal communication skills.
• Strong listening, organizational, and priority-setting skills.
• Ability to work in a fast-paced environment and manage multiple priorities.
• Ability to assess situations quickly 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 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 RA documentation as appropriate.
• Respond to customer inquiries, requests, and complaints in a timely manner, working with staff to improve customer satisfaction and turnaround times.
• Communicate customers’ financial responsibilities.
• 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 proper allocation of service technician 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 assigned by the manager.
• Use Numotion Leadership Principles to perform the job with integrity, compliance, and values consistent with the company’s mission.
• Protect employee and customer confidentiality and comply with Numotion policies and federal regulations.
• Provide excellent customer service to internal and external customers and focus on solutions to customer concerns.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Short-term disability insurance
• Long-term disability insurance
• 401(k)
• Life insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED