Service Delivery Coordinator

Pearce Services • Norristown, PA

6h • $24 - $29

About The Position

As the Service Delivery Coordinator, you serve as the operational backbone and single point of accountability for customer orders from initiation through completion. You ensure a seamless customer experience by coordinating across sales, estimating, operations, procurement, and field resources to deliver accurate, timely, and high-quality service.
Your work directly impacts customer satisfaction, revenue integrity, operational efficiency, and long-term client retention. By owning order execution, resource coordination, and proactive communication, you help the organization exceed customer expectations while maintaining internal performance and financial controls.

Requirements

• Bachelor’s or Associate degree preferred, or equivalent combination of education and experience.
• 3–5 years of experience in customer service, service delivery, project coordination, or order management roles.
• Proven ability to operate effectively in a high-volume, high-pressure environment.
• Strong organizational skills with the ability to manage multiple priorities simultaneously.
• Excellent written and verbal communication skills with a strong customer-focused mindset.
• Demonstrated problem-solving, follow-up, and attention-to-detail skills.
• Ability to think both strategically and tactically while executing day-to-day operations.
• Proficiency with Microsoft Office tools (Word, Excel, PowerPoint).
• Self-motivated, collaborative, and capable of working effectively across departments.

Nice To Haves

• Experience with NetSuite or similar ERP systems preferred.

Responsibilities

• Act as the primary liaison for customers, providing clear, accurate, and timely communication throughout the order lifecycle.
• Manage inbound customer communications (calls and emails) while maintaining consistent coordination with Sales, Estimating, Operations, and other internal teams.
• Provide product, service, order status, reporting, and pricing information to customers.
• Address customer issues and complaints in accordance with established procedures, ensuring resolution and follow-up.
• Own end-to-end order management, ensuring all customer orders are accurately reviewed, validated, and processed in compliance with company Terms and Conditions.
• Perform accurate and complete data entry, including financial setup, within required internal systems.
• Verify order details to ensure accuracy, completeness, and alignment with customer and organizational requirements.
• Support invoice accuracy and quality by ensuring proper order setup and documentation.
• Coordinate and assign appropriate resources to each order, balancing customer requirements with internal efficiency targets.
• Manage coordination across field engineers, subcontractors, OEMs, direct-ship vendors, and logistics partners.
• Review material procurement and logistics requirements and identify alternatives as needed to meet delivery timelines.
• Track order progress and follow up to ensure milestones and completion dates are met.
• Partner with the Estimating team to support customer proposals, RFQs, and contract renewals.
• Support Sales with proposal coordination and customer pricing communications, including routine price increases.
• Ensure customers receive accurate and timely information during pre-sale and post-sale phases.
• Provide after-hours follow-up for emergencies occurring outside standard business hours to ensure order completion and invoicing.
• Support root cause analysis and documentation for service issues when required.
• Perform additional duties as needed to support evolving business and customer needs.

Benefits

• Pearce offers a family-friendly and innovative culture with opportunities for growth, competitive compensation, comprehensive health benefits including medical, dental and vision insurance, flexible spending accounts, HSA option.
• To help you recharge, we have paid vacation and paid holidays.
• For your future, we offer a company-matching 401(k) Retirement, Life Insurance, Tuition reimbursement, and professional development training.
• To help you be successful at work, as required for the role, we will provide a company vehicle, phone, laptop, or tablet along with all necessary tools and safety equipment.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree
• Number of Employees: 1,001-5,000 employees