Description:
The Service Customer Care Coordinator is highly focused facilitating Americas Call Center day-to-day activities, problem solving so that the team meets and exceeds the required level of service, performance, orders and revenue targets. The Service Call Center acts as a front-line team to triage hardware and software, Finance, Distribution, Logistics, IT, Business Analyst, cross functional teams. Enjoys the challenge of handling a diverse range of customer inquiries. Thrives in a fast-paced, customer-oriented environment, where the potential to wear many different hats. This is an office position.
Responsibilities

• Process spare parts orders, quotations, and customer inquires via fax, email, and e-commerce.
• Evaluate purchase orders and scope of work and payment schedules to meet company compliance policies
• Generate daily/weekly unshipped orders reports, manage back order status and schedule shipments.
• Generate lead opportunities for the Service team with accurate tracking and follow up.
• Proactively makes customer aware of product promotions.
• Identify part numbers and availability for customer inquiries in partnership with the hardware/software team
• Perform entry level service customer duties, which include the following:
• Receive inbound telephone, email and web requests.
• Perform computer record searches to check warranty and contract status for instrument service needs for the customer.
• Coordinated/Dispatched communications and information to field service.
• Process daily work order transfers.
• Perform other related duties as required and/or assigned.

Education and/or Work Experience Requirements:

• Prior experience in heavy Call Center and Customer Service role
• Prior experience in PowerPoint, Excel, Word, Oracle ERP, SFDC or Service Max is preferred.
• High School Diploma (or equivalent), plus no less than 2+ years of experience.

Additional Requirements and Competencies:

• Customer Service oriented - high sense of urgency
• Strong phone, verbal and email communication skills along with active listening
• High attention to detail, follow-up, multi-tasking, and conflict resolution
• Works independently and as part of a team.
• Shares continual responsibility to ensuring calls are handled efficiently and effectively.

Education: High School