Customer Service Coordinator

Customer Service Field Service Coordinator

This role serves as the primary point of contact for customers, coordinating field service activities and ensuring that service requests are executed smoothly from intake through completion. You will manage customer inquiries, create service estimates and job quotations, and keep customers informed through proactive communication. The position requires strong administrative skills, comfort with ERP/CRM systems, and the ability to balance multiple assignments in a fast-paced, growth-oriented environment.

Responsibilities:

• Serve as the primary point of contact for customers, providing prompt, professional, and courteous support.
• Receive, intake, and accurately log customer service requests into the appropriate systems.
• Coordinate field service activities, ensuring work orders are scheduled, dispatched, and followed through to completion.
• Prepare and deliver service estimates and job quotations in a timely and accurate manner.
• Track and monitor ongoing work orders, maintaining up-to-date status information at all times.
• Update customer work order portals and communicate status updates directly to customers via phone and email.
• Navigate and utilize Microsoft CRM and ERP platforms, including Navision, to manage customer data and service workflows.
• Generate, maintain, and distribute reports related to service requests, work orders, and customer activity.
• Process orders, including order entry, purchase orders, and related administrative tasks such as RMA and invoicing.
• Support scheduling of projects and service activities, ensuring alignment with customer needs and internal resources.
• Perform data entry and maintain accurate records for all customer interactions and transactions.
• Collaborate with internal teams, including client services and project coordination, to ensure seamless service delivery.
• Balance multiple assignments and priorities in a fast-paced environment while maintaining high attention to detail.
• Provide administrative support to the customer experience team and contribute to continuous process improvement.
• Demonstrate flexibility and adaptability to changing priorities, systems, and processes as the organization grows.

Essential

Skills:

• At least 1 year of administrative, clerical, or customer support experience.
• Experience with ERP or CRM systems, preferably Navision.
• Proficiency with Microsoft Office and the broader Microsoft Suite.
• Experience in order processing and order entry.
• Ability to schedule projects and coordinate service activities.
• Strong customer service and client services skills, including phone and email communication.
• Ability to handle purchase orders, RMAs, and basic invoicing tasks.
• Competence in data entry with high accuracy and attention to detail.
• Experience in administrative support within a fast-paced environment.
• Comfort using Microsoft Dynamics or similar CRM platforms.
• Strong organizational skills with the ability to multitask and manage multiple assignments.
• Professional, reliable, and adaptable personality, with strong interpersonal skills.

Additional Skills &

Qualifications:

• Experience in customer-facing field service coordination or similar roles.
• Background in construction-related environments or projects is beneficial.
• Experience with schedule planning and project coordination.
• Familiarity with ERP/CRM integrations and workflow management.
• Ability to generate and maintain service and operational reports.
• Comfort working in a growing organization undergoing change and expansion.
• Demonstrated interest in career growth and progression within a customer experience or operations function.
• Ability to work effectively in a team-based environment with shared accounts and responsibilities.

Work Environment:

The company operates in the security and loss-prevention space, manufacturing grocery store security systems and cart lock-theft prevention products, including locking-wheel carts and automatic cart pushers used in large retail environments. The organization is in active growth mode following a private equity acquisition and a recent move to a larger facility, offering a dynamic and evolving workplace where flexibility to change is important.

The culture emphasizes honesty, loyalty, and investing in people, with a strong focus on growth and promoting from within; many team members have advanced from entry-level roles into leadership positions. The customer experience team consists of approximately 15 people, including 5 team leads, each overseeing 13 employees, and this role…