Customer Service Operations Specialist
Posted
We are seeking a highly organized and customer-focused individual to join our team as a Customer Service Operations Specialist. This position is essential in ensuring seamless communication between our customers and field service teams. The ideal candidate will be responsible for coordinating service visits, managing parts logistics, quoting service contracts, and providing exceptional customer support.
Key Responsibilities:
- Customer Interaction & Scheduling
- Serve as the primary point of contact for customers regarding field service scheduling.
- Coordinate and confirm on-site service appointments with customers and field technicians.
- Maintain accurate service calendars and ensure timely communication of schedule changes.
- Quoting & Contract Support
- Prepare and send quotes for training sessions and service contracts.
- Follow up with customers to address questions and secure approvals.
- Work Order & Parts Management
- Add required parts to work orders based on service needs and technician input.
- Monitor parts availability and coordinate shipments to ensure timely delivery for service visits.
- Track and follow up on backordered or delayed parts to minimize service disruptions.
- Communication & Follow-Up
- Maintain proactive communication with customers regarding service status, parts shipments, and scheduling updates.
- Collaborate with internal teams (logistics, service, sales) to ensure a smooth customer experience.
Qualifications:
- Proven experience in customer service, service coordination, or a related administrative role.
- Strong organizational and multitasking skills with attention to detail.
- Excellent verbal and written communication skills.
- Proficiency in Epicor and/or Syspro ERP system.
- Ability to work independently and as part of a cross-functional team.
- Experience in a technical or field service environment is a plus.
Work Environment:
- Hybrid work model with a mix of remote and in-office responsibilities.
- Occasional flexibility required to accommodate customer or technician schedules.