Customer Service Coordinator

Astrophysics Inc. is a global leader in X-Ray security inspection systems, dedicated since 2002 to making the world safer through advanced screening technology. Our systems protect critical infrastructure in over 150 countries, serving airports, government buildings, military bases, and more. We are a fast-growing, dynamic company seeking a Customer Service Coordinator to join our headquarters in City of Industry, CA.

Job Summary:

The Customer Service Coordinator serves as the first point of contact for all incoming service inquiries, directing customer calls and emails to the appropriate technician. This role is essential in ensuring prompt, accurate communication and maintaining a positive customer experience. The representative supports the service team by managing claims, following up with customers, and tracking resolution progress.

Essential Functions:

• Manage daily customer service operations, receiving and directing customer inquiries by phone and email to the appropriate technician or internal team.
• Collect and document essential customer information, including serial numbers, contact details, and a summary of the issue.
• Enter and manage service claims in HubSpot CRM, ensuring accuracy and timely updates.
• Follow up on open claims and provide customers with updates until resolution is reached.
• Monitor and respond to incoming emails, ensuring all communication is timely and professional.
• Conduct follow-up calls and surveys after installations or service visits to gather customer feedback.
• Process service claims and orders ensuring timely closure of claims, escalating delays when necessary.
• Make and manage a high volume of calls while maintaining professionalism and customer focus.
• Submit regular reports to management summarizing claim activity, response times, and customer feedback.
• Collaborate with team members and technicians to streamline internal communication and improve service response time.
• Monitor service performance and maintain key metrics, preparing routine reports to support operational visibility.
• Provide timely feedback to management on service failures and customer concerns.
• Follow all applicable Quality Management System documents (ISO9001:2000); work in compliance with the Quality Policy and to ensure that the Quality Objectives are met.

Education and Experience:

• Associate’s Degree or equivalent.
• 0-2 years of related experience.
• Equivalent combination of education and experience.
• Bilingual in Spanish is a plus.
• Previous customer service experience in a call center or technical environment preferred.
• Proficiency with CRM platforms such as HubSpot.
• Strong verbal and written communication skills.
• Excellent organizational and follow-up abilities.
• Fast and accurate typing skills.

Position Type/Expected Hours of Work:

• Non-exempt
• Full-Time
• Hours: 8am – 5pm
• (Hours subject to change depending on the needs of the business)

Benefits & Perks:

• Excellent medical, dental and vision benefits
• 401K plan with 4% employer match
• 11 paid holidays, 10 PTO days
• Free donuts on Fridays, company luncheons and year end party!

Be part of a meaningful security mission with opportunities for personal and professional growth and development. Join our Astrophysics family today!

Equal Opportunity Employer

Astrophysics Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability. For accommodation requests, please contact Human Resources at (909) 598-5488.

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