Service Coordinator

ORR Protection•Newark, NJ

26d•Remote

About The Position

ORR Protection is a national leader in fire and life safety, delivering intelligent, lifecycle-driven solutions that protect people, property, and business continuity. For more than 75 years, we’ve built our reputation by serving organizations in mission-critical environments—where performance matters and reliability is essential. As a third-generation, family-owned company, we remain grounded in strong relationships, a commitment to doing the right thing, and a deep sense of responsibility to our customers and our people. Today, ORR supports associates and customers across all 50 states, combining national expertise with a culture rooted in safety, respect, and care. When you join ORR, you’re part of a team dedicated to protecting what matters most, while building a career you can be proud of.

Requirements

Customer Service experience or demonstrated proficiency
Analytical thinker
Ability to excel in collaborative environments
Ability to work independently
Goal Oriented
Can make data driven decisions quickly
Understanding of spreadsheets and basic filters, formulas and functions
Ability to excel in high pace environments
Data Entry Skills
High School Diploma or Equivalent
Microsoft Office Products
Intermediate level user of Excel or equivalent

Nice To Haves

Experience in customer service, dispatch or general business administration

Responsibilities

Create and Edit Field Orders in ERP system.
Audit Validity of Field Orders in ERP
Dispatch Field Orders
Schedule Subcontractors
Cut Subcontractor Purchase order (PO)
Work with Field Operations to Create Profit Driven Routine Service Schedules that meet Service Due Dates and Customer SLA’s
Achieve Monthly On-Time Completion targets (to be defined)
Confirm and coordinate Routine Service Schedules with Customer, Service Account Team, Subcontractor and Field Operations.
Maintain accurate Field Order Statuses
Work with Field Ops to Create and Obtain Profit Driven Schedules for Scheduled Repairs that meet Due Dates and Customer SLA’s
Dispatch, Confirm and Coordinate Scheduled Repairs with Customer, Subcontractor, Service Account Team and Field Operations
Take Emergency Service Call Requests via Phone, Email, Text, (Instant Message) IM or Portal from Customer, 3rd Party, Account Team or Others
Dispatch, Confirm and Coordinate Emergency Service with Customer, Subcontractor, Service Account Team and Field Operations
Achieve Daily, Weekly or Per Tech revenue targets (to be defined)
Create Sales Order in ERP
Confirm Quote function in ERP for Emergency Service
Accurately enter Data into ERP or other Systems
Respond promptly to Customer needs via email, phone, text, IM or Portal
Maintain communication with customer or Account Team until resolution or hand off
Customer Portal Entry
Coordinate with Project and Project Management teams to ensure adequate, appropriate and efficient use of resources
Respond to, enter, manage and maintain scheduled activities in ERP
Assist with Subcontractor scheduling or escalation as needed
Participate in internal and Customer meetings as required
Conform to company quality system