Service Coordinator

EssilorLuxottica; Frankfort (KY); On-site; USD 25,375 - 33,420; Full time

Benefits offered by this job

Health care

Retirement savings

Employee discounts

Paid time off/vacation

Job summary

EssilorLuxottica is seeking a Service Coordinator in Frankfort, Kentucky, to manage service work orders and provide critical liaison between various teams. The role involves thorough coordination of service activities and clear customer communication. Applicants should possess strong organizational skills, attention to detail, and proficiency in Microsoft Office, with a focus on delivering high-quality customer service.

The position offers a pay range of $18.42 to $24.26 hourly, complemented by potential bonuses and various benefits including health care and retirement savings.

Qualifications

• Strong organizational and administrative skills with the ability to manage multiple priorities.
• Effective written and verbal communication skills.
• Commitment to accuracy in service documentation and order processing.

Responsibilities

• Coordinate the daily flow of service work orders for field and depot service teams.
• Serve as the primary point of contact for service-related inquiries.
• Monitor service progress to ensure customer satisfaction and proper invoicing.
• Communicate clearly with customers regarding service status and issue resolution.
• Coordinate parts availability to support service repairs and customer orders.

Skills

Organizational skills

Attention to detail

Written communication

Verbal communication

Microsoft Office proficiency

Tools

ERP systems

Service management systems

Inventory management systems

Job description

GENERAL FUNCTION

The Service Coordinator – Service & Parts is responsible for coordinating the end-to-end flow of service work orders, including field and depot service activities, while also managing service parts coordination and inventory support. This role serves as a critical liaison between customers, sales, sales operations, service technicians, depot teams, vendors, and internal partners to ensure timely service delivery, accurate parts fulfillment, and a high level of customer satisfaction.

Major Duties & Responsibilities

Service Coordination & Workflow Management

• Coordinate and organize the daily flow of service work orders for field and depot service teams.
• Assign, prioritize, and track service activities to ensure timely completion and effective resource utilization.
• Serve as the primary point of contact for service-related inquiries from customers, sales, sales operations, and service teams.
• Monitor service progress to ensure customer satisfaction, service quality, and proper invoicing.
• Act as an escalation point for scheduling, service execution, or customer concerns, resolving issues professionally and efficiently.

Customer Communication & Case Management

• Communicate clearly and proactively with customers regarding service status, scheduling, quotes, approvals, and issue resolution.
• Create service quotes and coordinate customer approvals in alignment with service and pricing guidelines.
• Process RMAs and coordinate customer returns into the service depot.
• Respond to inquiries via phone and email in a timely, professional manner, consistently delivering exceptional customer service.

Parts Coordination & Inventory Support

• Coordinate parts availability to support service repairs and customer orders, ensuring minimal service disruption.
• Process, track, and document parts orders, usage, and returns within the ERP and service systems.
• Support inventory accuracy through coordination with parts teams, vendors, and logistics partners.

Cross-Functional Collaboration & Process Improvement

• Work closely with Field Service, Depot Service, Sales, Sales Operations, Customer Service, and Vendors to ensure seamless service execution.
• Ensure compliance with internal service, inventory, and documentation standards.

Basic Qualifications

• Strong organizational and administrative skills with the ability to manage multiple priorities simultaneously.
• Excellent attention to detail and commitment to accuracy in service documentation and order processing.
• Effective written and verbal communication skills for interacting with customers and internal teams.
• Proficiency in Microsoft Office (Excel, Word, Outlook) and comfort using ERP, service, or inventory management systems.

Preferred Qualifications

• Experience supporting field service, depot service, or technical service operations.
• Experience in the ophthalmic, optical, medical device, or related technical service industry.

Pay Range & Benefits

Pay Range: 18.42 - 24.26

This posting is for an existing vacancy within our business. Employee pay is determined by multiple factors, including geography, experience, qualifications, skills, and local minimum wage requirements. In addition, you may also be offered a competitive bonus and/or commission plan, which complements a first‑class total rewards package. Benefits may include health care, retirement savings, paid time off/vacation, and various employee discounts.

EssilorLuxottica complies with all applicable laws related to the application and hiring process. We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, gender, national origin, social origin, social condition, being perceived as a victim of domestic violence, sexual aggression or stalking, religion, age, disability, sexual orientation, gender identity or expression, citizenship, ancestry, veteran or military status, marital status, pregnancy (including unlawful discrimination on the basis of a legally protected pregnancy or maternity leave), genetic information or any other characteristics protected by law. Native Americans in the US receive preference in accordance with Tribal Law.