Customer Service Coordinator

POSITION: Customer Service Coordinator (Temporary-up to 10 months)

LOCATION: (Remote-Natus Sensory)

SUMMARY:

The Customer Service Coordinator is primarily responsible for assisting the team in taking orders from customers, scheduling customers for calibration, invoicing, and helping with different administrative tasks.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

·       Stay up to date and follow all Quality System procedures related to this job, which can affect the quality of products or services provided to our customers.

·       Process, verify, and follow up on orders received by phone, fax, and email.

·       Make outgoing calls to existing customers to schedule service calls as well as prospective clients and connect with customers post-service events.

·       Complete various reports, order supplies and perform general administrative duties.

·       Qualify leads/service opportunities and follow through or communicate all valid leads to appropriate team members. Frequently scout out new service sales opportunities, through leads, cold calling, referrals, etc.

·       Prepares quotations as requested by either a customer, service team members, sales, or management. Enters and processes service orders and customer information into CRM. Invoice/bill ALL daily Service Appointments as they are completed by Field Service Technician, this includes Credit Re-Bills as well.

·       Answers telephone calls promptly and professionally, answering inquiries and directing them to the appropriate department or team member when necessary

·       Handles customer inquiries regarding the status of orders and answers questions regarding service capabilities and offerings

·       Excellent organizational and time management skills are required. Must be extremely attentive to detail and can work in high-pressure situations.

·       Must be highly motivated and be able to adapt quickly to an ever-changing environment

·       Ability to develop and maintain excellent working relationships with all colleagues

Travel Required:

No travel is required.

Supervisory Responsibilities

None.

QUALIFICATION REQUIREMENTS: 

Education and/or Experience             

·       Associate's degree (A.A.) or equivalent from a two-year college or technical school; or six months to one-year related experience and/or training; or equivalent combination of education and experience.

·       Speak in English. Able to write, read, and speak it’s a must.  

·       Minimum of 2 years of Customer Service experience with phone experience preferred.

·       Working experience with ERP, CRM, and Salesforce preferred.

·       Proficiency in MS Office tools – Outlook, Word, and Excel preferred.

·       Excellent verbal and written communication, organizational and interpersonal skills.

·       Ability to work within a fast-paced environment, multiple concurrent projects, and able to prioritize assigned projects.

·       Initiative, attention to detail, customer focus, and commitment to ongoing process improvement.

·       Ability to develop and maintain excellent working relationships across the Company and with our customers.

Physical Requirements

Prolonged periods of sitting at a desk and working on a computer.

Other duties

Please note that this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this position. Duties, responsibilities, and activities may change at any given time, with or without notice.

Pay Transparency

Actual compensation offered may vary depending on skill level, experience, and/or education. Natus offers a competitive total rewards package, which includes medical, dental, and vision insurance, 401k employer contributions, paid time off, and much more.

Affirmative Action/EEO Statement

Natus is an equal employment opportunity employer.  The Company’s policy is not to discriminate against any applicant or employee based on race, color, sex, sexual orientation, gender identity, religion, national origin, age (40 and over), disability, military status, genetic information, or any other basis protected by applicable federal, state, or local laws. Natus also prohibits harassment of applicants based on any of these protected categories. It is also Natus’ policy to comply with all applicable federal, state, and local laws respecting consideration of unemployment status in making hiring decisions.

Natus is committed to recruiting, hiring, and promoting people with disabilities and veterans. Applicants with disabilities may contact Natus directly via phone to request and arrange for accommodations.