Client Service Coordinator

The Client Service Coordinator's role is to respond to customers' needs with service issues, parts ordering, and related customer complaints on equipment operations and repairs. This role also supports field engineers by ordering parts and scheduling repairs and calibrations as required by NXC customers. Specific responsibilities include opening service calls, entering and scheduling FE’s for service, ordering and tracking parts for service calls. Client Service Coordinator’s may also be assigned special projects, such as BRH, parts returns, test equipment calibration, etc.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Own every service request from initial contact through successful completion and customer follow-up.
• Answer incoming customer calls and e-mails promptly, accurately diagnose the issue, and provide clear next steps.
• Dispatch the appropriate Field Service Engineer based on skillset, territory, urgency, and current availability.
• Create accurate quotations for time-and-material (T&M) customers.
• Open, update, monitor, and close work orders in the ERP system.
• Daily maintenance of engineer schedules and availability calendar.
• Source, create purchase orders, and expedite parts from vendors as needed.
• Schedule on-site follow-ups, calibrations, and preventive maintenance visits.
• Audit invoices and purchase orders for accuracy and resolve discrepancies.
• Complete “parts-only” orders efficiently and accurately.
• Escalate urgent or complex issues to Service Management when necessary.
• Provide backup support to other Client Service Coordinators during absences or peak periods.
• Deliver administrative support to Field Engineers and Service Management.
• Continuously find ways to improve customer satisfaction and internal processes.
• Perform other duties as assigned.

EDUCATION, EXPERIENCE SKILLS, & ABILITIES:

• High school diploma or equivalent.
• 1-2 years of customer service experience in a high-volume environment (call center, dispatch, service coordination, or similar strongly preferred).
• Proven ability to manage multiple priorities in a fast-paced, deadline-driven setting.
• Excellent verbal and written communication skills — clear, professional, and empathetic.
• Strong active listening skills and the ability to de-escalate frustrated customers.
• Intermediate to advanced computer skills, including ERP systems (e.g., SAP, Oracle, NetSuite, etc.), MS Office and CRM software.
• Exceptional attention to detail and data accuracy.
• Demonstrated problem-solving skills, especially in non-routine situations.
• Ability to work independently with minimal supervision while remaining a collaborative team player.
• Flexibility to occasionally adjust schedule during critical service situations.

Preferred Qualifications:

• Technical aptitude or previous experience supporting field service, industrial equipment, medical devices, or similar technical products.
• Experience creating quotations and working with time-and-material billing.
• Familiarity with purchase order processes and vendor management.