Service Coordinator Order Experience I

Numotion•Spokane Valley, 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 helping move orders through the order-processing system. The role receives and implements requests, coordinates timely service delivery, and supports customers throughout the process. The pay range is $17.30 to $22.49 per hour; the specific offer may depend on skills, qualifications, experience, and location, and hires are not typically made at or near the top of the range. The position requires accurate order data entry and maintenance, timely purchase order processing for replacement parts, and coordination of warranty and return authorization documentation as appropriate. It also involves responding to customer questions, requests, and complaints; explaining customers’ financial responsibility; resolving or de-escalating issues where possible; scheduling and routing service technicians; and reconciling routes and daily schedules. The coordinator is expected to meet productivity and performance standards, contribute to service and repair initiatives, maintain confidentiality, comply with company policies and federal regulations, and provide excellent service to internal and external customers. Duties may change based on organizational needs or management direction. The role involves prolonged periods at a desk and/or computer, frequent use of hands, wrists, and fingers with computer equipment, and occasional movement and reaching with arms and hands. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. Overtime may be needed. 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 communicate effectively.
Ability to work overtime as needed.
Candidates must pass a drug test before beginning employment.

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 and external customers.
Knowledge of Microsoft Word, Excel, PowerPoint, and Outlook.

Responsibilities

Receive and implement service and repair requests and coordinate timely service provision.
Enter and maintain accurate information in the order-processing system and progress orders through completion.
Release accurate and timely purchase orders for replacement parts 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 and de-escalate customers whenever possible.
Coordinate scheduling and routing of service technicians upon request.
Reconcile routes and daily schedules to allocate service technicians’ time appropriately 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.
Apply Numotion Leadership Principles and act 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 service to internal and external customers and focus on solutions to customer concerns.