Service Operations Coordinator

ZwickRoell in North America; Kennesaw (GA); On-site; USD 44,000 - 62,000; Full time

Benefits offered by this job

Paid time-off

Health insurance

Dental insurance

Vision insurance

401(k)

LTD

Voluntary Group Life Insurance

Ancillary coverages

Job summary

ZwickRoell in North America seeks a Service Coordinator to drive client satisfaction by crafting precise quotes for goods and services and coordinating between customers, field service engineers, and the company.

The role includes handling inquiries, overseeing billing, tracking orders, and scheduling domestic and international shipments, ensuring data integrity and timely deliverables.

Qualifications

• Associate degree preferred or 1–3 years of work experience.
• Basic knowledge of Excel, Outlook and Word.
• Experience with CRM systems (Pulse or Microsoft Dynamics).
• Strong organizational skills and attention to detail.
• Excellent written and verbal communication skills.
• Authorized to work in the United States.

Responsibilities

• Create quotes for labor, spare parts, training, and service contracts.
• Ensure customer data is accurate and processed properly.
• Generate Service Activities (SA) and track service orders.
• Coordinate with field service engineers, customers, and internal teams.
• Oversee billing and track service-related revenues.
• Arrange international and domestic shipments and monitor deliveries.

Skills

Excel

Outlook

Word

CRM systems

Attention to detail

Communication

Organization

Education

Associate degree preferred

Tools

Pulse CRM

Microsoft Dynamics

Job description

Job Summary

As a Service Coordinator, you are the architect of client satisfaction, crafting precise quotes for goods and services that set the stage for successful deliveries. You're the pivotal link between ZwickRoell, customers and field service engineers, ensuring a seamless flow of information and goods. Your role extends to being the responsive voice for customer inquiries and the meticulous overseer of billing and order tracking, making every interaction and transaction a testament to our commitment to excellence.

Job Summary

As a Service Coordinator, you are the architect of client satisfaction, crafting precise quotes for goods and services that set the stage for successful deliveries. You're the pivotal link between ZwickRoell, customers and field service engineers, ensuring a seamless flow of information and goods. Your role extends to being the responsive voice for customer inquiries and the meticulous overseer of billing and order tracking, making every interaction and transaction a testament to our commitment to excellence.

Primary Objective

• Service Operations Coordinator reports directly to the Service Operations Supervisor.
• Create quotes for labor, spare parts, training, and service contracts. Ensuring the integrity of customer data is maintained and accurately processed. Generate Service Activities (SA).
• Ensure that quotations for new and renewal service contracts are submitted to customers in the required time frame prior to warranty or contract expiration. Also communicate and follow-up with customers to maximize contract acceptance.
• Meet or exceed Service Department goals for new quotations, quotation volume, order entry and service revenue.
• Accurately process customer orders for spare parts and labor and document specific requirements for items or services to be delivered by the service department.
• Cross departmental coordination to ensure that the service operations department supports machine installations, service billing, and ordering equipment and gear.
• Works closely with the finance team to consolidate and submit accurate service billings on a weekly basis or as needed. Investigates and resolves discrepancies related to service billing and revenue.
• Manages incoming and outgoing shipments via tracking. Answers incoming phone lines and directs calls as needed.
• Regular attendance and timeliness are expected. There may be times that overtime, or weekend work will be critical functions of the job. Overtime, if applicable, must be approved in advance. Other duties are assigned.
• Arrange international and domestic shipments, researching the status of orders, Track order confirmations, invoices, and deliveries - occasionally requiring communication with UPS, FedEx, and freight companies.
• Work with FSEs to reschedule jobs and perform general housekeeping tasks around the office are also required.
• Quote, coordinate, and schedule ZwickAcademy Training courses held at the Kennesaw office.
• Generally, works from policies and objectives with little functional guidance from Supervisor. Rarely refers specific cases to supervisor unless clarification or interpretation of organization policies is involved.

Experience/Required Skills

• An associate’s degree preferred or 1-3 years of work experience
• Must have a basic knowledge of Excel, Outlook and Word
• Experience with Customer Relationship Management (CRM) systems, preferable Pulse or Microsoft Dynamics.
• Must have strong organizational skills and pay close attention to detail.
• Excellent written and verbal communication skills.
• To be considered for the position, you must be authorized to work in the United States.

Benefits Offered

• Paid time-off
• Health insurance
• Dental insurance
• Vision insurance
• Healthcare reimbursement accounts such as HRAs and FSAs
• Dependent Care account
• 401(k) Retirement accounts
• LTD
• Voluntary Group Life Insurance
• Ancillary coverages such as Critical Illness and Off-Work Accident

ZwickRoell offers a competitive base salary and full benefits package.

OSHA: ZwickRoell provides a workplace free from serious, recognized hazards and complies with standards, rules and regulations issued under the OSH Act. ZwickRoell examines workplace conditions to make sure they conform to applicable OSHA standards. ZwickRoell ensures employees have and use safe tools and equipment; and properly maintain such equipment.

ZwickRoell, LP is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, (including pregnancy, gender identity and sexual orientation), race, color, religion, national origin, disability, genetic information, protected veteran status, age, or any other characteristic protected by law.