Order Specialist

GENERAL FUNCTION The Service Coordinator – Service & Parts is responsible for coordinating the end-to-end flow of service work orders, including field & depot service activities, while also managing service parts coordination & inventory support.

This role serves as a critical liaison between customers, sales, sales operations, service technicians, depot teams, vendors, & internal partners to ensure timely service delivery, accurate parts fulfillment, & a high level of customer satisfaction.

The position requires strong organizational, communication, & problem-solving skills, with the ability to manage multiple priorities in a fast-paced service environment.

The Service Coordinator creates a collaborative, customer-focused work environment that promotes teamwork, continuous improvement, operational accuracy, & service excellence.

MAJOR DUTIES & RESPONSIBILITIES Service Coordination & Workflow Management Coordinate & organize the daily flow of service work orders for field & depot service teams.

Assign, prioritize, & track service activities to ensure timely completion & effective resource utilization.

Serve as a primary point of contact for service-related inquiries from customers, sales, sales operations, & service teams.

Monitor service progress to ensure customer satisfaction, service quality, & proper invoicing.

Act as an escalation point for scheduling, service execution, or customer concerns, resolving issues professionally & efficiently.

Customer Communication & Case Management Communicate clearly & proactively with customers regarding service status, scheduling, quotes, approvals, & issue resolution.

Create service quotes & coordinate customer approvals in alignment with service & pricing guidelines.

Process RMAs & coordinate customer returns into the service depot.

Respond to inquiries via phone & email in a timely, professional manner, consistently delivering exceptional customer service.

Parts Coordination & Inventory Support Coordinate parts availability to support service repairs & customer orders, ensuring minimal service disruption.

Process, track, & document parts orders, usage, & returns within the ERP & service systems.

Support inventory accuracy through coordination with parts teams, vendors, & logistics partners.

Cross-Functional Collaboration & Process Improvement Work closely with Field Service, Depot Service, Sales, Sales Operations, Customer Service, & Vendors to ensure seamless service execution.

Ensure compliance with internal service, inventory, & documentation standards.