Service Order Management Specialist - Remote

ROHDE & SCHWARZ GmbH & Co. KG; United States; Remote; USD 40,000 - 60,000; Full time

Job summary

A leading company in the technology sector is seeking a customer service representative to oversee service orders for calibration, repair, and maintenance. The successful candidate will enhance customer satisfaction through effective communication, troubleshooting of order issues, and coordination with technical teams. This role offers opportunities to improve processes and support team development, ensuring smooth operations in a dynamic environment.

Qualifications

• Experience in customer service or related fields.
• Strong communication skills and customer-oriented approach.
• Ability to troubleshoot and resolve issues effectively.

Responsibilities

• Receive and process customer service orders for calibration and repair.
• Verify and troubleshoot order details and service requests.
• Act as primary contact for customers regarding service orders.

Job description

• Receive, review, and process customer service orders for calibration, repair, and maintenance.
• Verify accuracy of service requests, including part numbers, serial numbers, and service level agreements (SLAs).
• Assign and route service orders to appropriate technicians and departments.
• Provide timely updates to customers regarding the status of their service orders.
• Act as the primary point of contact for customers regarding service order status, estimates, and turnaround times.
• Respond professionally and accurately to customer inquiries by researching and utilizing company tools and resources.
• Troubleshoot order-related issues and follow up with customers to keep them informed.
• Ensure customer satisfaction through timely, accurate, and professional communication.
• Work closely with calibration and repair technicians, customer service teams, logistics, and sales to ensure smooth operations.
• Coordinate with customers, technical staff, and service management to resolve issues related to service jobs effectively.
• Provide feedback to engineering and product teams regarding recurring service issues.
• Assist in training new team members on service order management (SOM) processes and tools.
• Foster a collaborative environment by supporting team initiatives and process improvements.
• Identify issues, analyze information, and implement effective solutions to resolve order-related challenges.