Customer Service Coordinator

Infosoft, Inc.; Cary (NC); Híbrido; USD 42.000 - 66.000; Jornada completa

Descripción de la vacante

Infosoft Inc. is seeking a Customer Service Coordinator to support our Healthcare Diagnostics operations. You will be the primary contact for customers and internal teams, coordinate scheduling, and manage service requests from start to finish.

This role requires 1–5 years in customer service or dispatch, a Bachelor’s degree or equivalent, and experience with SAP or ERP systems. The position offers remote work with up to a month onsite in Cary, NC, on the 2nd shift, with some weekend rotation.

Formación

• Bachelor's degree or equivalent education and experience.
• 1–5 years in customer service, coordination, dispatch, or related field.
• Experience with SAP or ERP/service management systems.
• Excellent verbal and written communication skills.
• Ability to manage multiple priorities in a fast-paced environment.

Responsabilidades

• Serve as the primary point of contact for customers, field engineers, and internal support teams.
• Coordinate scheduling and dispatch of field service engineers to meet commitments.
• Answer and manage inbound calls related to service requests and equipment support.
• Provide proactive communication on appointments, service updates and issue resolution.
• Prioritize service requests based on business needs and customer commitments.
• Provide first-level troubleshooting and route complex issues to the right teams.
• Process customer orders and service documentation in company systems.
• Support capacity planning and resource allocation for efficiency.
• Maintain accurate customer records and service documentation.
• Participate in new system implementations and required training.

Conocimientos

Customer service

Dispatch coordination

Multitasking

Communication

Relationship management

Educación

Bachelor's degree or equivalent

Herramientas

SAP

ERP systems

Microsoft Excel

Outlook

PowerPoint

Descripción del empleo

Location: Remote (requires up to ~1 month of onsite in Cary, NC, training initially)

2nd shift : (3:00 PM–12:00 AM), with some flexibility for alternate schedules (including late-night/3rd shift coverage and one weekend day)

Our Healthcare Diagnostics team is seeking a Customer Service Coordinator to support service operations by coordinating customer requests, scheduling field service engineers, and ensuring exceptional customer experiences. In this role, you will serve as the primary point of contact for customers and internal service teams, helping to manage service requests from start to finish.

• Serve as the primary point of contact for customers, field service engineers, and internal support teams.
• Answer and manage inbound customer and engineer calls related to service requests and equipment support.
• Coordinate scheduling and dispatch of field service engineers to meet customer commitments.
• Maintain proactive communication with customers regarding appointments, service updates, and issue resolution.
• Prioritize service requests based on business needs and customer commitments.
• Provide first-level troubleshooting and route complex technical issues to the appropriate support teams.
• Process customer orders, service requests, and documentation accurately within company systems.
• Support capacity planning and resource allocation to maximize operational efficiency.
• Maintain accurate customer records and service documentation.
• Participate in new system implementations and complete required training.

Requirements

• Bachelor's degree or equivalent combination of education and professional experience.
• 1–5 years of experience in Customer Service, Service Coordination, Dispatch, Service Operations, or a related field.
• Experience managing multiple priorities in a fast-paced environment.
• Knowledge of SAP or other ERP/service management systems.
• Strong customer service and relationship management skills.
• Reliable and adaptable, especially for after-hours scheduling.
• Excellent verbal and written communication skills.
• Strong organizational, time management, and problem-solving abilities.
• Ability to work independently while collaborating with cross-functional teams.
• Proficiency with Microsoft Office, including Excel, Outlook, Word, and PowerPoint.
• Comfortable working second shift and rotating weekend schedules.

Preferred Qualifications

• Experience in Healthcare, Medical Devices, Diagnostics, Life Sciences, or other regulated industries.
• Experience coordinating field service technicians or engineers.
• Experience in scheduling, dispatching, or workforce planning.
• Technical support or service operations experience.
• Experience supporting customers remotely in a technical environment.