Service Operations Coordinator

TEKsystems•Plymouth, MN

3d•$23 - $25•Hybrid

About The Position

The Service Operations Representative serves as a primary point of contact for our Customers, Third-Party Service Providers, and internal Field Sales and Service team members who need support. This role is responsible for delivering exceptional customer support, coordinating service requests, managing order and service communications, and ensuring timely resolution of customer inquiries and equipment service needs. The position supports both customer care and field service operations by providing accurate information, dispatching service resources, maintaining service records, analyzing inventory, monitoring sales orders, and ensuring customer satisfaction through proactive communication and problem resolution. Prioritize customer requests and service activities in a fast-paced environment. Phone inbound/outbound of about 10-20 calls daily. Demonstrate accountability, professionalism, and a customer-first mindset. Support continuous improvement initiatives and perform other duties as assigned.

Requirements

Minimum 2 years of experience in customer service, call center, dispatch, field service coordination, manufacturing, or a related operational environment preferred.
Experience with an ERP and CRM system is a plus
Experience coordinating service activities or work orders is a plus.

Responsibilities

Serve as the primary point of contact for customers, field sales & technicians, and third-party service providers by handling inbound and outbound phone calls and emails in a professional, courteous, and solution-oriented manner.
Respond to customer inquiries regarding account information, product details, part numbers, pricing, availability, order status, shipment schedules, and service requests.
This role supports the sales and service needs of our customers and the department, with the mixed responsibilities changing as needed.
Receive, prioritize, schedule, and dispatch service requests while coordinating service activities to ensure timely completion and customer satisfaction.
Monitor work order progress and communicate service status, updates, delivery schedules, and resolution details to customers and service partners.
Resolve customer concerns, complaints, and service-related issues by identifying appropriate solutions and escalating complex or critical matters when necessary.
Process credits, rebills, purchase orders, rentals, demo assets, new accounts, and other operational transactions in accordance with company policies and procedures.
Maintain accurate documentation, service records, reporting, timekeeping information, and administrative processes to support operational effectiveness.
Collaborate with internal teams and external partners to meet contractual commitments, service level objectives, and customer expectations.
Ensure service requests, customer inquiries, and operational activities are completed accurately, efficiently, and within established timelines.
Maintain required training and operational knowledge while consistently meeting customer service performance standards and business objectives.