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 individualServe as the first point of contact for service and parts inquiriesGather key information before routing (customer name, issue, urgency, order reference)Input information into Epicor accurately and efficientlyMaintain documentation and records necessary to process service and parts order Create and manage sales orders for service partsObtain approval from the credit department for new parts orders when requiredReceive and fulfill parts orders from the service team and customersManage service orders throughout the order and production process to ensure timely completionWork closely with logistics, purchasing, and shipping to verify the status of service orders and parts shipmentsProvide regular updates to customers regarding order processing, shipment status, and delivery timelinesCommunicate directly with Customers, Sales, Production, Material Control, Warehouse, and Engineering as neededEscalate questionable items to the Service Manager for issues that fall outside of policy guidelines to be addressed as soon as possibleRetrieve and process customer credit card information when required for parts ordersMaintain email communication with customers regarding the status and processing of ordersEnsure all documentation required to process orders is completed and accurateThis is not intended to be a comprehensive list of job duties. Other job-related responsibilities will be assigned as needed. RequirementsEducation, and/or experience equivalent to a two-year Degree in business or a related fieldDemonstrated successful oral and written communication skillsAbility to engage in customer service situations including resolving problems effectively Must be capable of phone and email etiquette appropriate to a professional office environmentComputer skills including solid function and familiarity with MS Word, Outlook, Excel, and AdobeAbility to work across various departments and positions within the organizationWork both in the office and on the production, floor as neededProblem solving skills and ability to work effectively under deadlinesCommitment to maintaining integrity and confidentiality in proprietary informationPhysical ability required in accordance with a typical desk/office positionMust be able to communicate (read, write and speak) the English language clearlyPay$24-$27/hr