Service Coordinator Order Experience I

Numotion•Tucson, AZ

13d•$17 - $22

About The Position

The Service Coordinator Order Experience I receives and implements service and repair requests, coordinates timely service delivery, and facilitates the movement of orders through Numotion’s order processing system. The role supports customers through the service and repair process, tracks orders through completion, and helps coordinate service technicians’ schedules and routes. The coordinator is expected to provide excellent customer service, resolve concerns, protect confidential information, comply with company policies and federal regulations, and perform the work in accordance with Numotion’s 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.
Ability to communicate effectively.

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 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 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 return authorization (RA) documentation as appropriate.
Respond to customer inquiries, requests, and complaints promptly, working with staff to improve customer satisfaction and turnaround times; communicate customers’ financial responsibility.
Resolve issues fully 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 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 the company’s mission.
Protect employee and customer confidentiality and comply with Numotion policies and federal regulations.
Provide excellent service to internal and external customers, offer solutions to customer concerns, and maintain a focus on customer service.