Customer Service Integrator Specialist

The Customer Service Integration Specialist supports Melitta’s equipment service operations by serving as a key liaison between customers, internal teams, and third-party service partners. This role is responsible for coordinating service-related invoicing, resolving billing and service issues, supporting customer accounts, and ensuring timely communication between field technicians, service providers, and internal departments.

This position plays a critical role in maintaining customer satisfaction by ensuring service requests are processed accurately, service histories are properly maintained, and invoicing workflows are completed efficiently.

• Enter, upload, and manage completed service invoices within third-party service portals on a daily basis.
• Coordinate with service partners and internal teams regarding repairs or service work that exceeds standard Not-to-Exceed (NTE) pricing limits.
• Review work orders submitted by internal technicians and third-party service providers for accuracy and completeness.
• Assist in communicating service updates, contract changes, troubleshooting details, and customer-specific requirements to internal teams and service partners.

• Serve as a primary point of contact for customer questions related to service requests, invoicing, billing concerns, and equipment service issues.
• Provide equipment service quotes and pricing information to customers as needed.
• Research and resolve service-related concerns in partnership with customers, technicians, service vendors, and internal departments.
• Escalate urgent customer concerns and service issues to management in a timely manner.
• Partner with the Accounts Receivable team to resolve aged invoices, payment discrepancies, and billing-related concerns.
• Research service history records to support billing investigations and customer account reviews.
• Maintain accurate documentation of customer communications, service records, and account activity.

• Maintain service records, spreadsheets, databases, and internal documentation related to customer service activity.
• Track recurring service trends and communicate opportunities for process improvement.
• Provide general administrative support to ensure efficient service operations.

• Associate degree preferred, or equivalent combination of education and relevant work experience.
• Minimum of 3 years of customer service, service coordination, billing support, or equipment service administration experience required.
• Experience supporting service operations in equipment, manufacturing, food service, coffee equipment, or related industries preferred.

• Strong customer service mindset with a commitment to responsiveness and professionalism.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong problem-solving and conflict-resolution skills.
• Strong verbal and written communication skills.
• Proficiency in Microsoft Office (Excel, Word, Outlook).
• Ability to maintain accurate records and documentation.
• Basic technical aptitude and willingness to learn coffee equipment service terminology and troubleshooting processes.
• Ability to work independently while collaborating effectively across teams.

• Ability to sit for extended periods while working at a computer.
• Occasional lifting of up to 25 pounds.

This position is located in our Clearwater HQ office and will report directly to the Director of Operations, Equipment.