Service Coordinator

Service Coordinator – Cassling (8am-5pm hours)
Successful candidates must reside in the Omaha, NE area. 

As a Service Coordinator with Cassling, you'll assist our healthcare customers with service needs relating to their imaging equipment. You will engage with our customers over the phone and coordinate the activities to help get our customers’ equipment up and running. You will also engage with our Field Service Engineers and assist with their work order or parts related requests, as well as build relationships with a variety of people within our organization. You'll have a direct impact on providing world-class customer service to our internal and external customers.

Primary Duties and Responsibilities

• Responsible for all areas of service dispatch, parts order requests, and customer service:
• • Handle inbound queue calls. 
  • Process service requests from customers, recording all relevant information for each call to create work orders 
  • Dispatch and brief FSEs on information pertinent to the call. 
  • Serve as a liaison between FSEs and appropriate management personnel, including communications related to service functions. 
  • Monitor group email boxes and respond to, or resolve, in a timely manner. 
  • Process and follow up on all parts order requests as required, including assistance with part identification and pricing.
• Create purchase orders using an ERP software and ensure accuracy of the parts and pricing added to work orders. 
• Order escalations and tracking of out-of-stock parts. 
• Participate in after-hours “on-call” rotation one week in duration, approximately once a month. 
• Utilize operating procedures and work instructions for all processes related to the position. 
• Cross-train to back up the Returns Coordinator when out of office or on heavy volume days, with additional cross-training to serve as backup to other team members.

Schedule

• Standard shift for the role is 9am - 6pm
• Candidate must be willing and open to work 8am - 5pm or 8:30am - 5:30pm, if the need arises 
• After successful completion of training and on-boarding, a hybrid schedule is available with a requirement to work 3 days in the office
• Candidate must be willing to work an on-call schedule - approximately one week on-call per month 

Requirements

What We’re Looking for in a Candidate 

• Education: High School diploma or equivalent required. Associate's Degree preferred. 
• Experience:  2+ years’ experience in clerical and customer service environment interfacing with customers daily. Familiarity with work orders and purchase orders is desired. Inventory or ERP software experience is a plus.​
• Proficient with common Microsoft applications and databases. 
• Ability to type a minimum of 40 words per minute. 
• Excellent ability to enter data during customer calls, navigate fields/screens, with working knowledge of phone systems. 
• Effective oral and written communication skills. 
• Excellent interpersonal skills. 
• Interact competently with customers, co-workers, and management. 
• Willingness to carry a company cell phone and work “on-call” as scheduled after the initial parts ordering training period of approximately 4 months.  
• Ability to multi-task and work with a sense of urgency. 
• Maintain strict confidentiality. 
• Dependably good attention to detail. 
• Ability to work in a fast-paced, and moderately supervised environment in which the handling of exceptional cases or difficulties referred by others occurs routinely. 

Benefits

Why Join Our Team?

• Competitive salary that's among the best in your local field
• Health, dental and vision insurance
• Paid Time Off (PTO) accrues immediately, with no waiting period
• Pre-tax and Roth 401(k) plans with company match so you can invest in your family's futures
• 10 weeks of Paid Parental Leave for mothers and fathers, including adoptions and fostering
• Company-paid life insurance for you and your dependents, with additional voluntary coverages available
• Flexible spending accounts and health savings accounts so you can set aside money for health and dependent care expenses
• Supplemental voluntary insurance plans so you get paid cash in the event of an accident, hospital stay or critical illness
• Company-paid disability insurance
• Tuition reimbursement to pursue your education goals
• Nine paid holidays
• Volunteer Time Off (VTO) so you can support non-profits you're passionate about
• Comprehensive wellness program and incentives
• Referral bonuses
• Mentorship program to encourage your growth and development