Service Coordinator; Hybrid

Join the worldwide leader in playing cards and in “play” solutions. Play is what keeps us going, and it always has been our greatest motivation. That's why we live different
, play different
.

The Service Coordinator – Casino Electronic and Digital Services will coordinate and support USPC’s electronic and digital offerings by way of managing and leading the product service and repair process. Primary responsibilities include learning all aspects of electronic and digital products offered by USPC and Cartamundi’s global partners and be a customer facing product expert. Cartamundi is seeking candidates who have a strong desire to continually grow and expand their skills as the organization constantly seeks to deliver world-class customer service.

While working closely with the Global Casino Team (North America, LATAM, EMEA, APAC) and internal product service and assembly personnel, the Service Coordinator – Casino Electronic and Digital Services will:

• Act as the point person for coordinating product service and repair requests
  • Field customer requests for service via email and phone
  • Schedule repair activity internally and work with internal staff to ensure timely turnaround
  • Advise customer of status and communicate any repair fees
• Manage extended warranty programs
  • Coordinate field warranty service check-ups
  • Handle recordkeeping requirements around warranty programs
• Management of active electronic devices at customer site
  • Gain an understanding of active and inactive devices by site
  • Make arrangements for the return of inactive devices as applicable
• Provide technical sales support
  • Support sales team with upfront selling needs
• Arrange and maintain sales orders and returns for electronic products and digital services
  • Enter orders into ERP system, collect purchase orders and communicate details with customers
  • Coordinate Return Goods Authorizations
• Customer Satisfaction
  • Focus resources – time, effort and creativity – to guarantee customer delight
  • Establish and report service level metrics for Casino Electronic Products
• Customer Retention
  • Demonstrated ability to anticipate customer needs
  • Enabling the team to maintain 99% retention rate of existing customers as measured by YoY sales $.
  • Support the team to meet or exceed business process quality goals
• Project Management
  • Meet scheduled project timelines
  • Coordinate the schedules of various parties to ensure a seamless customer experience

• Bachelor’s degree
• 3-5 years technical customer service experience/sales assistance
• Light electromechanical background
• Needs to demonstrate a proficient understanding in IT network and security system and engage regularly with that customer stakeholder group.
• Strong organization skills and attention to detail - Ability to prioritize and respond to changes in demands and customer needs, accurately and quickly.
• Experience using Salesforce or similar CRM to log and report product data and customer interactions
• Effective uses of ERP system such as SAP, and MS Office:
  Excel, Word, PowerPoint, Outlook e‑mail for reporting and communication.
• Ability to analyze data including tracking inventory, order quantity, timeline planning and has basic understanding of key business metrics and terms. (Price, Margin, Discounts, invoice, purchase order)
• Ability to create summary reports
• Ability to make advanced level decisions relative to changing customer needs

• Bonuses, including referral and performance
• Climate controlled facility
• 401(k) with dollar‑for‑dollar company match up to 6%
• Health, dental, and vision insurance starting day one
• HSA (Health Savings Account) with company contribution and FSA (Flexible Spending Account)
• Company paid Life insurance amount of 1x your annual salary
• Company paid Short‑Term and Long‑Term Disability
• Paid time off
• Paid holidays
• Tuition reimbursement
• Monthly engagement activities and giveaways
• Employee discounts on daycare, gym memberships, travel, and much more!

The physical demands described here are representative of those that must be met by an employee to successfully perform the…