Service Coordinator Order Experience I

Numotion•New Brighton, MN

69d•$20 - $25

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 helping deliver personalized mobility products and services. The role receives and implements service and repair requests, coordinates timely service provision, and facilitates orders through Numotion’s order processing system. It also coordinates service technician scheduling and routing, supports customer satisfaction, and follows company policies, confidentiality requirements, and applicable federal regulations. Candidates are required to pass a drug test before beginning employment.

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, 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 MS 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 to customer inquiries, requests, and complaints promptly, working with other 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 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 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 keep customer service a top priority.