Service Coordinator

Biesse; Charlotte (NC); On-site; USD 42,000 - 54,000; Full time

Job summary

Biesse Group in Charlotte, NC is seeking a service operations coordinator to support central communication for customer inquiries, triaging and routing them per processes.

You will manage case creation in Salesforce, coordinate between customers and technical services, and assist front-office operations. Strong communication, detail orientation, and teamwork are essential.

Qualifications

• Associate degree or higher preferred.
• 3–5 years experience in customer service or operations.
• Experience with service workflows and cross‑functional coordination.
• Proficiency in Excel, Outlook, Teams, and Word.
• Experience with Salesforce or CRM systems.
• Excellent communication and attention to detail.

Responsibilities

• Triage, document, and route customer inquiries via calls and emails.
• Create and document cases in Salesforce.
• Act as a bridge between customers and technical services.
• Provide receptionist backup for front-office operations.
• Participate in cross-functional initiatives and process optimization.
• Coordinate end-to-end technician deployment logistics.
• Oversee technician time and expenses for payroll and audits.

Skills

Exceptional communication

Detail-oriented

Proactive team player

Multitasking and prioritization

Education

Associate degree or higher preferred

Tools

Microsoft Office Suite

Salesforce

Job description

Biesse Group is an international company that manufactures integrated lines and machines to process wood, glass, stone, plastic and composite materials and what will come next.

Founded in Italy in 1969 and listed in the Euronext STAR segment of the Italian Stock Exchange, we support the business evolution of our customers in the furniture, housing & construction, automotive and aerospace sectors. Today, 80% of our consolidated turnover is achieved abroad by an ever‑growing worldwide network with 4 manufacturing sites and 30+ showrooms reaching over 160 countries.

Thanks to our rooted competence embodied by 4,200 employees, we empower the imagination of industry‑leading companies and prestigious names in Italian and international design to make the potential of any material shine.

Primary Responsibilities

• Support Central Communication Hub for customer service inquiries, ensuring that all incoming calls and emails are triaged, documented, and routed according to established business processes
• Manage case creation and documentation process in Salesforce, ensuring accuracy, completeness, and alignment with service workflow standards
• Act as a communication bridge between customer and technical services, ensuring service requests flow smoothly and process bottlenecks are resolved quickly
• Support front‑office operations as needed, providing professional receptionist backup coverage
• Participate in cross‑functional initiatives, special projects, and process optimization efforts that support improved customer experience and operational performance
• Coordinate end‑to‑end technician deployment logistics, including travel arrangements (air, hotel, rental car) and schedule alignment to support operational efficiency and customer satisfaction.
• Oversee technician time and labor validation, ensuring compliance with internal payroll policies and supporting timely approvals
• Manage the collection, verification, and processing of technician expenses, maintaining adherence to finance and audit requirements
• Associate degree or higher preferred
• Minimum 3-5 years of experience in customer service, business operations, service coordination, or roles involving process execution and cross‑functional communication
• Demonstrated experience managing business workflows, service procedures, and/or coordinated travel for technical or field teams
• Proficiency in Microsoft Office Suite (Excel, Outlook, Teams, Word); experience with CRM or service platforms such as Salesforce strongly preferred
• Exceptional communication skills, with the ability to interact confidently with customers, technicians, and internal stakeholders
• Strong business acumen and attention to detail, particularly in documentation, scheduling, and compliance‑driven tasks
• Proactive team player, capable of working independently, managing priorities, and supporting continuous improvement initiatives