Customer Service and Maintenance Coordinator

Pay Range: $28.50hr - $33.50hr Job Overview:
The organization is seeking an ambitious professional for a Customer Service Coordinator role. The candidate will be responsible for managing the end-to-end planning and deployment of field resources, ensuring customer commitments are met through effective scheduling and communication. This role focuses on scheduling maintenance events and providing high-quality customer support via phone and email to support an upcoming IT system transition.

Responsibilities:
The candidate will own the end-to-end planning for the allocation and deployment of field resources in a highly dynamic environment. This includes applying critical thinking skills to ensure the consistent delivery of customer commitments while optimizing the utilization of field resources. Owning customer communications end-to-end for all service events. Navigating complex discussions with customers when scheduling appointments. Management and application of prioritization logic that aligns with customer commitments.

Owning the deployment of field resources as the decision maker, coordinating with field management while displaying strong influencing and collaborative skills. Managing capacity planning to meet cyclical demand ensuring delivery of customer commitments. Utilizing problem solving skills when reprioritizing activities and resources to meet the requirements of a highly dynamic environment. Scheduling maintenance events for customers. Communicating with customers via phone and email.

Providing excellent customer service and ensuring customers feel heard. Troubleshooting issues and working toward solutions. Handling occasional interactions with Field Service Managers and engineers. Potential future involvement with customer support chat functionality. Key Working Relationships:
This position requires engaging with a diverse multinational audience, including global business lines, country business areas, external customers, field management teams, Customer Care Centers, Education Services, Finance, Services Marketing, Customer Administration, Business Process Engineering, and Regulatory Affairs. Building strong working relationships with these key stakeholders is critical for success in this role. Requirements:
The candidate should be able to independently perform important areas of standard professional level work that typically requires processing and interpreting more complex, less clearly defined issues. The successful candidate should be able to function as a Change Agent and successfully exhibit and promote change management, customer focus, and elevated levels of integrity. A Bachelor's degree or equivalent experience. Proficiency in software applications such as Microsoft Outlook, Word, and Excel.

Knowledge of SAP is preferred but not required. Strong verbal and written communication skills are necessary to effectively communicate with customers, internal partners, and diverse audiences. Ability to support complex projects and determine the critical path to improve timely performance. Strong organizational and time management skills with exceptional attention to detail. Self-starter, self-motivated, high level of initiative, and embraces an ownership culture.

Customer facing experience is preferred. LEAN/6 Sigma methodology is a plus but not required. Experience or knowledge of the organization's business in the United States is preferred. Ability to work in a fast-paced environment. Conflict resolution and problem-solving abilities. Resilience when handling difficult or tense customer situations. Ability to work independently and make decisions without frequent escalation. Teachable and willing to learn new systems and processes.

Candidate Profile: A customer-focused professional who can confidently communicate with customers, solve problems, remain calm under pressure, and quickly learn new systems. Industry background is flexible; personality, communication skills, and customer service aptitude are the primary hiring factors. Benefits:
Our Benefits Include:
Medical, Dental, and Vision Insurance 401(k) Retirement Plan Health Savings Account (HSA) Disability Insurance (Short-Term and Long-Term) Life and AD&D Insurance Paid Sick Leave (where required by applicable state or local law) Supplemental Insurance Plans Identity Theft Protection Pet Insurance Employee Wellness Programs Employee Assistance Program (EAP) Career Growth and Professional Development Opportunities

Disclaimer: Benefits…