Service Coordinator Order Experience I

Numotion•Colorado Springs, CO

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 orders through the order processing system. The position helps ensure timely service delivery, accurate order information, and a positive experience for internal and external customers. The role includes assisting customers with service and repair requests, coordinating service technician schedules and routes, resolving customer concerns, and supporting warranty and return authorization documentation. The position is expected to meet established productivity and performance standards, contribute to service and repair initiatives, and follow Numotion’s leadership principles, confidentiality requirements, policies, and applicable federal regulations. Duties may change based on organizational needs or management direction. The role involves prolonged desk and computer work, frequent use of hands, wrists, and fingers with computer equipment, and occasional reaching or movement with the arms and hands. Overtime may be required as needed. Numotion offers medical, dental, and vision insurance, short- and long-term disability insurance, a 401(k), and life insurance. Candidates must pass a drug test before beginning employment.

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 communicate effectively.

Nice To Haves

Strong written and verbal communication skills.
Strong listening, organization, and prioritization 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 Microsoft Word, Excel, PowerPoint, and Outlook.

Responsibilities

Assist customers with service and repair requests and enter and maintain accurate data in the order processing system, progressing orders through completion.
Release purchase orders for replacement parts accurately and promptly, and facilitate warranty and return authorization documentation as appropriate.
Respond to customer inquiries, requests, and complaints in a timely manner, collaborating 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 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.
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 and develop solutions to customer concerns.