Service Operations Coordinator

Summary: This position works closely with the Service team and interacts with multiple departments across the organization. Primary responsibilities include coordinating service orders, processing service parts orders, maintaining accurate information within the Epicor ERP system, and communicating with customers regarding order status and service needs. This role requires strong organizational skills, attention to detail, and the ability to work collaboratively with departments including Logistics, Purchasing, Shipping, Production, Engineering, and Sales to ensure timely and accurate processing of service orders and parts requests.

Duties:

• Answer and route all incoming calls to the appropriate department or individual
• Serve as the first point of contact for service and parts inquiries
• Gather key information before routing (customer name, issue, urgency, order reference)
• Input information into Epicor accurately and efficiently
• Maintain documentation and records necessary to process service and parts order 
• Create and manage sales orders for service parts
• Obtain approval from the credit department for new parts orders when required
• Receive and fulfill parts orders from the service team and customers
• Manage service orders throughout the order and production process to ensure timely completion
• Work closely with logistics, purchasing, and shipping to verify the status of service orders and parts shipments
• Provide regular updates to customers regarding order processing, shipment status, and delivery timelines
• Communicate directly with Customers, Sales, Production, Material Control, Warehouse, and Engineering as needed
• Escalate questionable items to the Service Manager for issues that fall outside of policy guidelines to be addressed as soon as possible
• Retrieve and process customer credit card information when required for parts orders
• Maintain email communication with customers regarding the status and processing of orders
• Ensure all documentation required to process orders is completed and accurate

This is not intended to be a comprehensive list of job duties. Other job-related responsibilities will be assigned as needed. 

• Education, and/or experience equivalent to a two-year Degree in business or a related field
• Demonstrated successful oral and written communication skills
• Ability to engage in customer service situations including resolving problems effectively 
• Must be capable of phone and email etiquette appropriate to a professional office environment
• Computer skills including solid function and familiarity with MS Word, Outlook, Excel, and Adobe
• Ability to work across various departments and positions within the organization
• Work both in the office and on the production, floor as needed
• Problem solving skills and ability to work effectively under deadlines
• Commitment to maintaining integrity and confidentiality in proprietary information
• Physical ability required in accordance with a typical desk/office position
• Must be able to communicate (read, write and speak) the English language clearly