Service Coordinator Order Experience I

Job Purpose

Receives and implements service and repair requests and coordinates the timely provision of services. Facilitates timely order movement through Numotion's order processing system.

Key Responsibilities

• Assists customers with service & repair requests, enters and maintains accurate data in order processing system while progressing orders through to completion
• Releases purchase orders for replacement parts accurately and in a timely manner, facilitating completion of warranty and RA documentation as appropriate
• Responds to customer inquiries, requests, and complaints in a timely manner working with other staff members to increase customer satisfaction and turnaround times; communicates to customers their financial responsibility
• Takes responsibility to completely resolve issues without additional transfers and/or de-escalate customers whenever possible
• Coordinates scheduling & routing of service techs on request
• Reconciles routes and daily schedules to ensure proper allocation of service technician's time, reporting discrepancies to management
• Meets all set productivity and performance standards
• Participates in Service & Repair initiatives to continually improve department results
• Other duties as assigned by manager
• Utilize Numotion Leadership Principles to perform the job with integrity, compliance, and values consistent with Numotion's mission
• Adhere to employee or customer confidentiality and comply with Numotion's policies and federal regulations
• Always provide excellent customer service for all internal and external customers of the operations
• Provide solutions for customer concerns and continually focus on customer service as our top priority

Required Qualifications

• High school diploma or general education degree (GED) or equivalent combination of experience and education
• Minimum one year of customer service experience

Preferred Competencies and Qualifications

• Strong communication skills, both written and verbal
• Strong listening, organization and priority setting skills
• Ability to work in a fast-paced environment and juggle multiple priorities
• Ability to think quickly, assess a situation and make a sound decision
• Ability to provide best-in-class customer service
• Working knowledge of service order processing experience
• Knowledge of complex rehab equipment and products
• Prior experience working in durable medical equipment industry
• Demonstration of exceptional interpersonal and problem-solving skills both internally and externally with customers
• Knowledge of MS Word, Excel, PowerPoint, and Outlook

Physical Work Requirements

• Prolonged periods of working at a desk and/or on a computer
• Frequent use of hands, wrists, fingers associated with computer equipment
• Occasionally move and reach with arms and hands
• Ability to communicate effectively
• Ability to work overtime as needed

Benefits

• Medical, dental and vision insurance
• Short-term and long-term disability
• 401k
• Life insurance