Service Coordinator Order Experience I

Numotion • Lexington, VA

4h

About The Position

The Service Coordinator Order Experience I receives and implements service and repair requests and coordinates the timely provision of services. The role facilitates timely movement of orders through Numotion’s order processing system, assists customers, maintains accurate order data, and helps resolve customer concerns. It also supports service technician scheduling and routing and contributes to service and repair department initiatives.

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 juggle 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 when working internally and with customers.
• Knowledge of Microsoft 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 promptly to customer inquiries, requests, and complaints; work with other staff to improve customer satisfaction and turnaround times; and communicate customers’ financial responsibility.
• Resolve customer issues completely 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 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 to 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, offer solutions to customer concerns, and maintain a focus on customer service.

Benefits

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

What This Job Offers

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