Customer Service Coordinator

Hiab; Bensenville (IL); On-site; USD 52,000 - 64,000; Full time

Benefits offered by this job

Health, vision, dental coverage

401k with company match

Paid time off and holidays

Tuition reimbursement

Referral Program

Job summary

Hiab USA is seeking a dedicated service scheduling coordinator to optimize work order planning and manage technician availability. You will balance customer requirements with operational constraints to deliver timely service and maximize workforce utilization.

The role emphasizes proactive communication, coordinating with service centers and partners, and preparing accurate estimates for billable work. Travel may be required occasionally.

Qualifications

• Relevant commercial or technical education.
• Experience in providing excellent customer service and adapting planning.
• Experience in SAP and/or Salesforce systems.
• Ability to manage multiple priorities in a fast-paced environment.
• Ability to communicate the value of services to customers.

Responsibilities

• Communicate proactively and professionally with customers to understand their needs, identify potential issues, and ensure timely resolution
• Collaborate closely with internal colleagues, Hiab’s service center/field service teams, and external service partners to enable streamlined planning and delivery in line with agreed service lead times and quality standards
• Schedule and plan service activities to ensure efficient and timely service delivery, with a strong understanding of different service tasks and their impact on time requirements, competencies, and preparation needs
• Create, assign, and monitor work orders from start to finish, ensuring all relevant and accurate information is recorded in the system
• Support service preparation through effective spare parts planning and coordination of required orders
• Prepare and actively follow up estimates for chargeable service work. Verify work order accuracy and readiness prior to invoicing
• Drive lifecycle activation to support business growth and customer retention by communicating the value of Hiab’s services during customer interactions, following up on lifecycle opportunities, and promoting and offering ProCare solutions

Skills

Customer service

SAP

Salesforce

IT skills

Multitasking

Communication

Education

Relevant commercial or technical education

Tools

SAP

Salesforce

Job description

Hiab is the pioneer in smart and sustainable on road load handling solutions. We believe in more than just work — we believe in making a difference for our customers to building a better tomorrow.

Our Benefits Include

• Comprehensive benefit package including: health, vision, dental, company-paid & voluntary life insurance upon first day of employment
• 401k program with 6% company match
• Personal time off and company-paid holidays
• Opportunities for career growth and competitive salary commensurate with experience
• Tuition reimbursement for job-related continued education
• Referral Program
• You may also be provided with a company cell phone, laptop and/or credit card, all to be used for the purpose of conducting company business

Your mission

To optimize the service scheduling and managing work orders by balancing customer requirements, technician availability, and operational constraints. Deliver a consistently high level of proactive customer service and ensures efficient workforce utilization through effective planning, while adapting quickly to unexpected issues. Communicate the value of Hiab’s service offerings during customer interactions to drive serviceadoption and increase service sales.

Key Responsibilities

• Communicate proactively and professionally with customers to understand their needs, identify potential issues, and ensure timely resolution
• Collaborate closely with internal colleagues, Hiab’s service center/field service teams, and external service partners to enable streamlined planning and delivery in line with agreed service lead times and quality standards
• Schedule and plan service activities to ensure efficient and timely service delivery, with a strong understanding of different service tasks and their impact on time requirements, competencies, and preparation needs
• Create, assign, and monitor work orders from start to finish, ensuring all relevant and accurate information is recorded in the system
• Support service preparation through effective spare parts planning and coordination of required orders
• Prepare and actively follow up estimates for chargeable service work. Verify work order accuracy and readiness prior to invoicing
• Drive lifecycle activation to support business growth and customer retention by communicating the value of Hiab’s services during customer interactions, following up on lifecycle opportunities, and promoting and offering ProCare solutions

What We Are Looking For

• Relevant commercial or technical education
• Demonstrable experience of providing excellent customer service, prioritizing and adapting planning based on changing situations
• Experience in working with SAP and/or Salesforce systems
• Good level of IT skills and capability to learn new systems and tools
• Ability to manage multiple priorities and remain focused in fast paced environment
• Ability to communicate the value of services to customers during interactions
• Travel may be required upon occasion to other sites

What We Offer

As a part of our Employees First culture, we offer opportunities to grow within a dynamic environment that values flexibility and your well-being. We strive to make things easier, empower you to succeed, and strive for excellence in a positive and inclusive environment.

HIAB USA is an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, veteran status, genetic information, or any other legally protected characteristic. All employment decisions, including recruitment, hiring, and training, are based on merit, qualifications, and business needs.

We Are Hiab

Hiab (Nasdaq Helsinki: HIAB) is a leading provider of smart and sustainable on road load-handling solutions, committed to delivering the best customer experience every day with the most engaged people and partners. As the industry pioneer, Hiab continues to make on road load-handling smarter, safer and more sustainable to build a better tomorrow.

www.hiabgroup.com