Service Coordinator

HME; Carlsbad (CA); On-site; USD 28,000 - 37,000; Full time

Benefits offered by this job

Tuition reimbursement

Three weeks paid vacation

Paid holidays

Medical, vision and dental coverage

Pet insurance

Life insurance

401K contributions

Job summary

HME is seeking a Service Coordinator to manage the Factory Service department’s administrative functions and customer interactions. You will handle repair orders, shipping procedures, and reporting, ensuring accuracy and timely processing.

Responsibilities include coordinating with finance on disputes, maintaining department metrics, and supporting packaging, receiving, and order fulfillment. Strong communication and ERP/Microsoft Office skills are essential.

Qualifications

• High School Diploma required; AA degree preferred.
• 2+ years of related experience in a coordination/administrative role.
• Strong numerical accuracy and math skills.
• Excellent verbal and written communication abilities.
• Proficient with ERP systems and Microsoft Office.
• Good typing speed and ability to follow instructions.

Responsibilities

• Process completed repair orders within targeted time frames.
• Match repair orders with equipment and documents; perform final data checks.
• Coordinate shipping, inventory, and billing; escalate as needed.
• Provide customer support for warranty info and price quotes when required.
• Generate department reports and maintain performance metrics.
• Support order fulfilment, return processing, and packaging standards.
• Communicate with customers and internal teams to resolve issues.

Skills

Numerical accuracy

Verbal communication

Written communication

Ability to follow instructions

Typing skills

ERP systems

Microsoft Office

Education

High School Diploma - Required

AA Degree - Preferred

Tools

ERP systems

Microsoft Office

Job description

HME has been creating innovative products for the drive-thru and pro-audio industries since 1971. From the very beginning we've known these solutions would never have happened without the customer-focused people who make up our company. HME has a team environment with a culture of collaboration learning and growth. With subsidiaries located in California, Missouri, Canada, UK, India, and China companies around the world depend on HME for clear reliable communication solutions. From setting the standard for drive-thru headsets and timer systems in the quick service restaurant (QSR) industry to developing professional audio equipment used in the Olympic Games HME strives to create the newest most innovative products on the market while providing quality care and attention to its customers. At HME you will have the opportunity to learn and grow while developing our future products. Come join our team!
HME is looking for your talent and we are currently recruiting a Service Coordinator. In this role you will coordinate and perform all required administrative functions for the Factory Service department including customer contact, providing designated reporting and metrics, investigation of problem orders, and processing assigned orders.

What You Will Do In This Role

Processing completed repair orders

• Ensures all orders are completed within the targeted time frame
• Matches Repair Orders with corresponding equipment and documents
• Performs final check of all paperwork to ensure that data entry, inventory, and billing is correct
• Notes any discrepancies and resolves or escalates to supervisors as appropriate
• Routes all closed Repair Orders to the Shipping Department for further processing

Processing Specialized Shipping Procedures

• Processes specialized shipping procedures for consignment or specific inventories throughout the department
• Special ships any item(s) needing specific attention
• Acts on information from the shipping department about specific product needs
• Expedites any repair needing specialized attention that would not normally follow the normal repair process
• Provides training to other members of the department as neededAssists internal and external customers with warranty information as needed

Contacting Customers for Specialized Circumstances and Conditions

• Contacts customers when needed for price information, quotes before service is rendered, or other additional information required to efficiently process orders
• Investigates service issues pertaining to equipment that may be lost or need specialized services
• Works with Finance to resolve all credit disputes
• Monitoring Department Communications Reporting
• Monitors department email distribution group, providing resolution or escalating to management as required
• Monitors updated sales orders and matches demand with exchange supply
• Runs all department reports and updates on schedule as required
• Advises technical supervisors and leads of any urgent material demands
• Maintains and produces department metrics as assigned by Supervisor

Order Fulfilment Support

• Packages outgoing Repair and Exchange equipment per department standards
• Processes shipment of specified Repair Orders
• Monitors Exchange inventory requirements and processes required replenishment products

Return Order Receiving Support

• Supports the department receiving positions by processing Support department material receipts in the company ERP system

Materials and Packaging Support

• Supports the department material handling position by:
• Packaging outgoing Repair or Exchange material according to department standards
• Accurately issuing material to the repair line as required

What You Will Need To Succeed In This Position

• High School Diploma - Required
• AA Degree (2 years college) - Preferred
• 2+ years of related experience
• Numerical accuracy with good math skills
• Ability to follow instructions
• Excellent verbal and written communication skills
• Good typing skills
• Knowledge of ERP systems
• Proficient with Microsoft Office products including Excel, Word, and PowerPoint

Pay Range: We reasonably expect to pay $20.43/hour- $27.21/hour for the role. This may vary depending on experience and other factors. Our benefits package upon hire includes tuition reimbursement, three weeks paid vacation, your first year paid holidays, medical vision and dental coverage, pet insurance, life insurance, and 401K contributions.
The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The employee will occasionally lift and move up to 10 pounds 50 pounds with assistance.