Customer Service - Service Coordinator

Gunnebo•Milford, OH

25d•Hybrid

About The Position

Service Coordinators receive and coordinate support calls, enter data into Sage systems, dispatch service calls for the US and Canada, and manage portals for certain work orders. They generate invoices and upload them into portals. The schedule is Monday through Friday, either 8:00 a.m.–4:30 p.m. or 8:30 a.m.–5:00 p.m. After completing training requirements, associates may work from home one to two days per week. The role also requires availability for one 11:30 a.m.–8:00 p.m. shift per week from home, plus an 11:30 a.m.–8:00 p.m. Friday closing shift as Service Coordinators rotate Friday shifts throughout the month. Shifts are typically 8.5 hours, including a half-hour lunch. The position supports customers and service providers across the US and Canada by coordinating service requests, maintaining accurate records, communicating proactively, and following up to ensure services are completed in accordance with customer contracts. Additional work includes generating bills of lading (BOLs), supporting freight claims, and handling other service-related logistics activities.

Requirements

High school diploma or equivalent.
Previous experience requiring multitasking, organization, and proactive follow-up.
Consistent work history.
Good attendance and punctuality.
Ability to pass a background check and drug screen; applicants must test negative for marijuana.
Excellent written and oral communication skills.
Ability to effectively present information to other employees of the organization.
Excellent organizational skills and ability to multitask.
Ability to work in a fast-paced inbox.
Ability to develop and maintain customer relationships.
Ability to learn and use business software such as Sage 100.
Knowledge of Office 365 and Outlook.
Self-motivated, organized, and positive attitude.
Availability to work one 11:30 a.m.–8:00 p.m. shift per week from home and rotating Friday closing shifts from 11:30 a.m.–8:00 p.m.

Nice To Haves

Previous experience requiring a high level of data-entry accuracy.

Responsibilities

Coordinate service requests received through customer emails and phone calls for the US and Canada.
Enter customer details into service requests in accordance with contract requirements.
Provide proactive support to external and internal customers through communication, product knowledge, and problem solving.
Communicate service requests to assigned Service Providers and monitor them as needed to ensure services meet customer contract requirements.
Follow up with US Service Providers to ensure timely ticket completion.
Generate BOLs and support freight claims and other service-related logistics activities.
Manage multiple priorities while maintaining accuracy and attention to detail.
Follow company safety and housekeeping requirements.
Perform other duties as assigned.