Service Ops Coordinator

Description

Major Function The Customer Care Service Operations Representative serves as a primary point of contact for our Customers, Third-Party Service Providers, and internal Field Sales and Service team members who need support. This role is responsible for delivering exceptional customer support, coordinating service requests, managing order and service communications, and ensuring timely resolution of customer inquiries and equipment service needs. The position supports both customer care and field service operations by providing accurate information, dispatching service resources, maintaining service records, analyzing inventory, monitoring sales orders, and ensuring customer satisfaction through proactive communication and problem resolution.

Essential Duties and Responsibilities Customer Care Service Operations
- Serve as the primary point of contact for customers, field sales & technicians, and third-party service providers by handling inbound and outbound phone calls and emails in a professional, courteous, and solution-oriented manner.

- Respond to customer inquiries regarding account information, product details, part numbers, pricing, availability, order status, shipment schedules, and service requests.

- This role supports the sales and service needs of our customers and the department, with the mixed responsibilities changing as needed.

- Receive, prioritize, schedule, and dispatch service requests while coordinating service activities to ensure timely completion and customer satisfaction.

- Monitor work order progress and communicate service status, updates, delivery schedules, and resolution details to customers and service partners.

- Resolve customer concerns, complaints, and service-related issues by identifying appropriate solutions and escalating complex or critical matters when necessary.

- Process credits, rebills, purchase orders, rentals, demo assets, new accounts, and other operational transactions in accordance with company policies and procedures.

- Maintain accurate documentation, service records, reporting, timekeeping information, and administrative processes to support operational effectiveness.

- Collaborate with internal teams and external partners to meet contractual commitments, service level objectives, and customer expectations.

- Ensure service requests, customer inquiries, and operational activities are completed accurately, efficiently, and within established timelines.

- Maintain required training and operational knowledge while consistently meeting customer service performance standards and business objectives. General Responsibilities
- Prioritize customer requests and service activities in a fast-paced environment.

- Maintain accurate records and data within company systems.

- Collaborate across departments to ensure seamless customer experience and operational efficiency.

- Assist with various projects cross functionally with Customer Care Service Operations.

- Phone inbound/outbound of about 10-20 calls daily.

- Demonstrate accountability, professionalism, and a customer-first mindset.

- Support continuous improvement initiatives and perform other duties as assigned.

Skills

Customer service, SAP, Teams, Service Operations, Admin, Data Entry

Top Skills Details

Customer service,SAP,Teams,Service Operations,Admin,Data Entry

Additional

Skills & Qualifications

Education
- Associate degree preferred; equivalent combination of education and experience will be considered.

- Certifications and /or experience in Standard Workflow or Lean ideologies.

- High school diploma or equivalent required. Experience
- Minimum 2 years of experience in customer service, call center, dispatch, field service coordination, manufacturing, or a related operational environment preferred.

- Experience handling inbound and outbound customer communications.

- Experience coordinating service activities or work orders is a plus.

Experience Level

Intermediate Level

Job Type & Location

This is a Contract to Hire position based out of Plymouth, MN.

Pay and Benefits

The pay range for this position is $23.00 - $25.00/hr.

Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific…