Operations Service Coordinator

Retail Computer Group LLC; Massillon (OH); On-site; USD 45,000 - 65,000; Full time

Job summary

Retail Computer Group LLC is hiring an Operations Service Coordinator in Massillon, Ohio. This role manages workflows for client quotes, billing processes, and inventory check-ins, ensuring smooth operations in a B2B and B2C environment.

The successful candidate will demonstrate strong organizational abilities, exceptional communication skills, and a detail-oriented approach. Preferred qualifications include experience in technology or retail sectors, knowledge of Microsoft Office and CRM systems.

Qualifications

• 2+ years of experience in a service coordination or customer service role in a tech/B2B environment.
• Exceptional organizational skills to manage multiple priorities and deadlines.
• Strong written and verbal communication skills, client-facing demeanor.

Responsibilities

• Serve as primary point of contact; triage incoming requests.
• Manage end-to-end workflow for hardware/software quote requests.
• Process client billing timely and accurately.

Skills

Service coordination

Customer service

Organizational skills

Communication skills

Proficiency in Microsoft Office

Attention to detail

Problem-solving skills

Education

High school diploma or equivalent

Associate's or Bachelor's degree in Business or Operations Management

Tools

ConnectWise (ticketing)

HubSpot (CRM)

Job description

Job Description

Job Description

Position Overview

Are you a detail-oriented, process-driven professional who thrives in a fast-paced technology environment? TRCG is seeking a motivated Operations Service Coordinator to serve as a key link in our internal operations workflow — supporting both our B2B and B2C client base. In this role, you will manage the end-to-end workflow for client quotes, process billing, and oversee the check-in and tracking of incoming inventory, ensuring every step is accurately documented and efficiently executed. If you are passionate about operational excellence and making a real impact behind the scenes of a growing retail technology company, we want to hear from you.

Key Responsibilities

• Serve as the primary point of contact alongside our receptionist, triaging incoming requests and directing them to the appropriate department or technician
• Manage the end-to-end workflow for hardware and software quote requests — from initial inquiry through quote generation and client delivery
• Coordinate with vendors, internal teams, and clients to collect the information needed to prepare accurate and competitive quotes
• Process client billing accurately and in a timely manner, ensuring all invoices align with completed work orders and approved quotes
• Track and manage the check-in of incoming inventory, verifying shipments against purchase orders and maintaining accurate stock records
• Maintain up-to-date records in the CRM and ticketing system for all quote activity, billing transactions, and inventory updates
• Follow up with clients by phone as needed to gather details, clarify requirements, or confirm information tied to open quotes
• Monitor open quote and billing workflows, escalating delays or discrepancies to the appropriate team lead
• Communicate professionally with clients regarding quote status, billing inquiries, and hardware or software availability
• Collaborate with the Sales and Technical Support teams to ensure quote accuracy and alignment with client needs
• Contribute to the accuracy and organization of operational records, supporting reporting and process improvement efforts

Required Qualifications

• 2+ years of experience in a service coordination, operations support, or customer service role — preferably within a technology, IT services, or B2B environment
• Exceptional organizational skills with the ability to manage multiple priorities and deadlines simultaneously in a dynamic setting
• Strong written and verbal communication skills; professional, polished, and client-facing demeanor at all times
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and Google Workspace (Docs, Sheets, Drive), with comfort learning new software platforms
• Experience working with ConnectWise (ticketing) and HubSpot (CRM), or demonstrated ability to quickly learn similar platforms
• High attention to detail and a firm commitment to data accuracy and documentation quality
• Ability to work independently and collaboratively in a team-oriented, fast-paced environment
• Strong problem-solving skills and a proactive, solutions-first mindset when navigating client or operational challenges
• High school diploma or equivalent required; Associate's or Bachelor's degree in Business, Operations Management, or a related field preferred

Preferred Experience

• Familiarity with Point of Sale (POS) systems, retail technology, or IT hardware/software environments
• Experience coordinating field service or dispatch operations across multiple geographic regions
• Background in a managed services provider (MSP) or value-added reseller (VAR) environment
• Knowledge of NCR Counterpoint SQL or similar POS platforms
• Exposure to SLA management frameworks and client escalation workflows
• Prior experience in a client-facing operations role within a small-to-mid-size technology company

Company Description

The Retail Computer Group, LLC (TRCG) is a premier provider of Point of Sale (POS) technology solutions, proudly serving specialty retailers and businesses of all sizes — both business-to-business (B2B) and business-to-consumer (B2C) — throughout the United States and into Canada for over 54 years. Our team of dedicated specialists helps clients streamline operations, grow revenue, and deliver exceptional customer experiences through industry-leading software, hardware, and support. At TRCG, our post-sale service isn't an afterthought — it's our foundation.