Service Contracts and Logistics Coordinator

Position Summary: The Service Contracts and Logistics Coordinator manages the full lifecycle of Cadwell’s Cad Care service contracts and coordinates commercial logistics for the sales team. This role generates quotes, enters new and renewal contracts, and sends renewals at least 90 days ahead of expiration to protect contract retention. The coordinator also processes ownership changes for Cadwell products and manages demo, evaluation, loaner, and electrode sample requests, working closely with Sales, Finance, and Operations to deliver accurate, timely service to customers and internal teams.

• Generate accurate Cad Care contract quotes for new customers and renewals, including multiyear terms and bundled service offerings, in accordance with approved pricing guidelines.
• Enter and process Cad Care contract orders in Cadwell’s ERP and CRM systems with a high degree of accuracy and timeliness.
• Maintain the Cad Care renewals pipeline, tracking upcoming expirations and sending renewal quotes to customers no less than 90 days before expiration to maximize contract retention.
• Identify systems approaching warranty expiration without Cad Care coverage and prepare quotes to prevent coverage gaps.
• Coordinate with Finance to ensure contracts are invoiced accurately and on schedule.
• Route customer requests for nonstandard contract terms to Legal for review.
• Maintain accurate contract and renewal records, ensuring data integrity across all systems.
• Report on expiring contracts, renewal status, and renewal rate to commercial leadership.

• Coordinate shipment, scheduling, and return of demo, evaluation, and loaner equipment, including tracking overdue returns and communicating with Sales and customers.
• Coordinate delivery of electrode and accessory samples, tracking requests and maintaining accurate records in Cadwell’s ERP and CRM systems.

• Process ownership changes for Cadwell products resulting from acquisitions, mergers, legal entity changes, and equipment transfers, including verifying serial numbers, obtaining required customer documentation, updating installed base, warranty, software license, and Cad Care records, and coordinating with Finance and Legal as needed.

• Coordinate with the Sales team to support quoting and logistics needs, ensure order completeness, and facilitate smooth handoffs.
• Communicate order status, confirmations, and documentation to customers and internal stakeholders.
• Identify inefficiencies in quoting, renewals, ownership change, and logistics workflows and propose actionable improvements.
• Document and maintain standard operating procedures for Cad Care contracts, renewals, ownership changes, and commercial logistics.
• Assist with special projects, audits, and initiatives related to Cad Care program growth and operational excellence.
• Other duties as assigned.

• Associate degree in a related field, or equivalent combination of education and experience, required;
  Bachelor’s degree preferred
• Two or more years of experience in contract administration, order entry, sales operations, or customer service required

• Pleasant, positive, patient, and helpful customer service skills
• Communicate clearly and professionally through listening, speaking, and writing skills
• Strong business math skills; read and interpret contracts, data, and reports
• Proficiency with MS Office and Google applications, particularly spreadsheets, along with query tools, ERP, and CRM systems
• Understand service contract terms, including coverage periods, renewals, and assignments, and know when to elevate questions to Finance or…