Service Experience Coordinator

Central Business Systems Inc.•Lexington, KY

55d•Onsite

About The Position

Central Business Systems, Inc. is seeking a Service Experience Coordinator, a customer-facing, dual-role position responsible for coordinating field service technician schedules and managing day-to-day warehouse and inventory activities. This role acts as a central operational point, handling service request dispatch, ensuring technicians have necessary parts and equipment, and maintaining accurate inventory and shipping/receiving processes. The ideal candidate is highly organized, detail-oriented, adaptable to working across departments, and excels in a fast-paced environment. Prior dispatch, logistics, or warehouse experience is required, with a strong preference for experience with service ticketing systems. Experience in Managed IT Services, copier/printer, or mailing systems environments is considered a plus. Excellent customer service skills are crucial for frequent interactions with customers, technicians, and vendors, reflecting CBS's commitment to a positive customer experience.

Requirements

2+ years of experience in dispatch, logistics, warehouse operations, or customer service (phone and email support) preferred, not required.
Excellent customer service skills, with a friendly, patient, and solution-oriented approach to every customer, technician, and vendor interaction
Strong verbal and written communication skills
High proficiency in Microsoft Excel and Microsoft 365 applications
Excellent organizational skills and attention to detail
Ability to manage multiple tasks and priorities in a fast-paced environment
Ability to lift and move equipment and boxes (up to approximately 50 lbs) as needed
Comfortable operating basic warehouse equipment (pallet jack, hand truck) — training provided
Demonstrated alignment with CBS's Core Values: Integrity, Customer-Centricity, Collaboration, Accountability, and Innovation

Nice To Haves

Experience dispatching field service technicians or coordinating service schedules
Experience in Managed IT Services, copiers/printers, or mailing systems
Familiarity with ERP, PSA, or dispatch/ticketing systems (e.g., E-Automate, ConnectWise, or similar)
Experience with inventory management, receiving, or shipping/logistics
Comfort working cross-functionally with service, operations, sales, and technical teams

Responsibilities

Answer incoming phone calls and emails; open, prioritize, and dispatch service tickets to field technicians in a professional and timely manner
Serve as the primary point of contact for technicians in the field, coordinating schedules and routing based on location, priority, and skill set
Accurately document service calls, technician status, and parts requests in internal systems
Proactively communicate service status updates to customers and internal teams to ensure a positive experience
Track technician arrival and completion times, and escalate delays or unresolved issues to the appropriate team
Receive, inspect, and stock incoming equipment, parts, and supplies
Pull and prepare parts, toner, and equipment for technician pickup, delivery, or installation
Maintain accurate inventory counts and assist with cycle counts and physical inventories
Package and ship equipment, parts, and returns; process RMAs with vendors as needed
Keep the warehouse organized, clean, and safe, following proper equipment handling procedures
Use Microsoft Excel and Microsoft 365 applications daily to track, organize, and report information
Learn and adapt quickly to new systems, tools, and workflows, including dispatch/ticketing and inventory systems
Embrace technology improvements and automation, including AI-driven tools and processes
Identify opportunities to improve dispatch efficiency, parts availability, and warehouse operations