Head of Service Orders & Customer Experience

Numotion; Billings (MT); On-site; USD 65,000 - 85,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401k

Life insurance

Disability insurance

Job summary

Numotion is seeking a Director of Service Order Processing to lead a multi-location team responsible for timely repair order processing and outstanding customer service. The role focuses on coaching coordinators, optimizing scheduling and routing, and resolving escalations in partnership with other departments.

The ideal candidate will have a Bachelor's degree, 5+ years in operations, and 2+ years of supervisory experience, with strong communication and process improvement skills.

Qualifications

• Bachelor’s degree or equivalent combination of education and related experience.
• Minimum of five years of operational work experience and/or training.
• Minimum of two years of supervisory experience, including leading, mentoring and/or coaching.

Responsibilities

• Lead and direct the service order processing team in providing repair services to customers, ensuring a high level of customer satisfaction and retention.
• Provide direct coaching (performance and career) routinely.
• Work cross functionally to coordinate service technician’s activities, including optimization of scheduling and routing to ensure quality and timely provision of service and repair.
• In conjunction with all other Numotion departments, address and resolve escalations in the timeframes outlined in procedures.
• Direct quality and timely assistance for customers with service & repair requests (including fielding phone calls, entering, and maintaining accurate data in order processing system, scheduling appointments).
• Work with the team to increase customer satisfaction and improve turnaround times.
• Review incoming and outgoing phone calls for quality with intent to improve customer-service skills (active listening, empathy, patience, etc.).
• Lead and implement Numotion Service & Repair best practices and drive universal service and repair processes within the territory.
• Perform other related duties as assigned.
• Utilize Numotion Leadership Principles to perform job with integrity, compliance, and values consistent with Numotion’s mission.
• Adhere to employee or customer confidentiality and comply with Numotion’s policies and federal regulations.
• Provide excellent customer service for all internal and external customers of the operations at all times. Provide solutions for customer concerns and continually focus on customer service as our top priority.

Skills

Operational experience

Supervisory experience

Coaching & mentoring

Education

Bachelor’s degree or equivalent

Tools

MS Word

Excel

PowerPoint

Outlook

Job description

Numotion is seeking a Director of Service Order Processing to lead a multi-location team responsible for timely repair order processing and outstanding customer service. The role focuses on coaching coordinators, optimizing scheduling and routing, and resolving escalations in partnership with other departments.

The ideal candidate will have a Bachelor's degree, 5+ years in operations, and 2+ years of supervisory experience, with strong communication and process improvement skills.