Senior Customer Care Service Coordinator 2nd Shift (11am - 8pm)

The Senior Customer Care Service Coordinator will be a customer advocate and provide a world class level of customer support to internal and external customers of Smiths Detection.  This role is the catalyst to providing customers with First Call Resolution to their inquiry. This person assumes responsibility as the first human interface with the customer for incoming calls to Smiths Detection Service. The Service Coordinator will also be responsible for various functions as it relates to creating service requests, service orders, parts orders, RMA’s, processing of field service reports, reconciling inventory and processing of consumable orders. As such, a high degree of patience, professionalism, organizational knowledge and people skills are necessary. The Service Coordinator dispatches, coordinates, monitors and improves field service activities for domestic and international customers. Provides support and guidance to field service personnel who perform on-site routine services including installation, maintenance, and repair around the globe. Ensures field services are effective, and customers’ requirements are consistently met. This individual will also service as a mentor, trainer and informal team leader for other customer care service coordinators within the call center. The Senior Customer Care Service Coordinator is a subject matter expert in all current call center processes and procedures. This is an 11am - 7pm work schedule Monday through Friday. 

Essential functions:

Provides courteous, accurate and timely responses to requests for information. Identifies issues, concerns and/or complaints from customers and either personally manages the issue or redirects the customer to the appropriate internal support group. Opens all service events within the Service Management System (SMS), responding to order processing inquiries, offering a knowledge-based resolution or directing the caller to the appropriate technical or administrative team. Must be able to handle stressful situations and possesses excellent customer relations skills. This position requires having the ability to positively relate and communicate with our customers, vendors, co-workers, service technicians, sales personnel and managers. Service Coordinator must present professionalism both in appearance, verbal/written communication and demeanor. Has excellent written and oral communication skills and works well in a team-oriented environment. Shift work and overtime outside the normal workday is required.

SPECIFIC DUTIES, ACTIVITIES AND RESPONSIBILITIES INCLUDE BUT ARE NOT LIMITED TO:

• Accurately opens and documents service events within the SMS
• Use our enterprise system to generate the appropriate work order for the field service engineer to understand the purpose, location, parts, warranty, etc. for the job.
• Investigates, analyzes and rectifies customer concerns or elevates problems to management attention when necessary.
• Coordinate the daily schedule for Field Service Engineers/Vendors performing maintenance, repair or installation work orders for domestic and international customers.
• Coordinate all field service work orders using the field service software while providing extensive notes
• Create quotes as required for consumable orders and billable spare parts
• Conducts follow up calls/emails after repairs/installs are completed to ensure customer satisfaction.
• Conducts follow up calls/emails after repairs/installs are completed to ensure customer satisfaction.
• Assumes accountability to reduce or minimize costs whenever scheduling field service work orders.
• Excellent ability to build rapport with the Field Service Engineers/Vendors and work collaboratively daily.
• Communicates with domestic/international partners and vendors to make sure the correct staff is deployed.
• Communicates with the customer or point of contact via the phone and email consistently keeping them informed of progress, delays and status.
• Fully understands the geography and logistics associated with various regions.
• Intimately familiar with the airports and associated codes within various regions.
• Receive and process orders from customers via telephone, website and e-mail and processes
  accordingly
• Clarify P/Ns based upon customer description as required
• Confirm in-stock counts, verify whether parts are in stock, and if not, quote an expected lead time
• Track all backorders and ensure that they are filled in a timely fashion.
• Provide all requested proof of delivery for billing/accounting purposes
• Pre-approve all returned merchandise; provide Return Material Authorization (RMA), explain policies and paperwork to customer
• Receive and resolve inquires and complaints by customers concerning incorrect billings or shipment problems
• Processes Field Service Reports and reconcile parts inventory
• Create non-product requisitions and purchase orders in order process vendor invoices
• Maintain liaison with Supply Chain, Tech Support, Sales, Trade Compliance, Credit & Finance and
  other related departments.
• Processes intercompany transfer orders
• Utilizes specialized system reports and follows-up with customers to ensure satisfaction
• Notifies supervisor of repetitive problematic issues where a possible pattern may exist or anticipated inventory shortages are expected
• Create, interpret and disseminate reports as requested
• Successfully attended and passed operator training for supported product lines.
• Successfully attended and passed technical training for supported product lines.
• Comply with and ensure department compliance with Company health, safety and environmental policies.
• Comply with all applicable U.S. export control and security regulations.
• Required to successfully obtain and maintain government clearance
• Other duties as assigned to assure the success of the Call Center
• Call center operations run on a 24/7 schedule. Various shifts are available including nights and weekends.
• Responsible for mentoring, training, acting as informal team leader to other Customer Care Service Coordinators.
• Subject Matter Expert and go to person for call center process and procedures.
• Ability to handle internal escalations in the absence of a supervisor.

• Supervises: Limited supervision of other Customer Care Service Coordinators when acting as informal team leader.