Service Operations Coordinator

Simplex Inc•Springfield, IL

12d•Hybrid

About The Position

This position works closely with the Service team and interacts with multiple departments across the organization. Primary responsibilities include coordinating service orders, processing service parts orders, maintaining accurate information within the Epicor ERP system, and communicating with customers regarding order status and service needs. This role requires strong organizational skills, attention to detail, and the ability to work collaboratively with departments including Logistics, Purchasing, Shipping, Production, Engineering, and Sales to ensure timely and accurate processing of service orders and parts requests.

Requirements

Education, and/or experience equivalent to a two-year Degree in business or a related field
Demonstrated successful oral and written communication skills
Ability to engage in customer service situations including resolving problems effectively
Must be capable of phone and email etiquette appropriate to a professional office environment
Computer skills including solid function and familiarity with MS Word, Outlook, Excel, and Adobe
Ability to work across various departments and positions within the organization
Work both in the office and on the production, floor as needed
Problem solving skills and ability to work effectively under deadlines
Commitment to maintaining integrity and confidentiality in proprietary information
Physical ability required in accordance with a typical desk/office position
Must be able to communicate (read, write and speak) the English language clearly

Responsibilities

Answer and route all incoming calls to the appropriate department or individual
Serve as the first point of contact for service and parts inquiries
Gather key information before routing (customer name, issue, urgency, order reference)
Input information into Epicor accurately and efficiently
Maintain documentation and records necessary to process service and parts order
Create and manage sales orders for service parts
Obtain approval from the credit department for new parts orders when required
Receive and fulfill parts orders from the service team and customers
Manage service orders throughout the order and production process to ensure timely completion
Work closely with logistics, purchasing, and shipping to verify the status of service orders and parts shipments
Provide regular updates to customers regarding order processing, shipment status, and delivery timelines
Communicate directly with Customers, Sales, Production, Material Control, Warehouse, and Engineering as needed
Escalate questionable items to the Service Manager for issues that fall outside of policy guidelines to be addressed as soon as possible
Retrieve and process customer credit card information when required for parts orders
Maintain email communication with customers regarding the status and processing of orders
Ensure all documentation required to process orders is completed and accurate
Other job-related responsibilities will be assigned as needed.