Service Coordinator Order Experience I

Numotion•Aurora, 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 timely movement of orders through the order processing system. The role assists customers, maintains accurate order data, coordinates service technician schedules, and works to resolve customer concerns and improve service results. The position requires adherence to confidentiality, company policies, and federal regulations, while providing excellent service to internal and external customers. The listed pay range is $18.42 to $23.94 per hour; compensation within the range depends on factors including skills, qualifications, experience, and location. Candidates must pass a drug test before beginning employment. Numotion is an equal opportunity employer and a drug-free workplace.

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 stated physical demands and work environment requirements, with reasonable accommodations as applicable.

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 when working internally and with customers.
Knowledge of MS Word, Excel, PowerPoint, and Outlook.

Responsibilities

Assist customers with service and repair requests; enter and maintain accurate order data and progress 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 promptly, working with colleagues 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 ensure appropriate 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.
Apply Numotion Leadership Principles and perform the role with integrity, compliance, and values consistent with Numotion’s mission.
Protect employee and customer confidentiality and comply with company policies and federal regulations.
Provide excellent customer service to internal and external customers and develop solutions to customer concerns.