Service Operations Coordinator I

JOB TITLE: Service Operations Coordinator I

DEPARTMENT: US-Customer Operations-Global Service

REPORTS TO: Customer Operations Supervisor, Commercial Excellence, Americas

MAJOR FUNCTION

The Service Operations Coordinator I ensures a seamless customer experience by managing inquiries, updates, and service requests across multiple platforms, including ServiceMax, SAP, and customer portals. This role focuses on timely and accurate communication, efficient work order management, and adherence to performance metrics such as inbound and outbound call handling. With a commitment to operational excellence, the Service Operations Coordinator I actively seek opportunities to streamline processes and enhance productivity.

ESSENTIAL DUTIES & RESPONSIBILITIES

Customer Communication & Case Management

* Review and respond to internal and external customer inquiries and follow-up queues.

* Manage customer and service partner communications via phone and email, using Talkdesk for inbound and outbound calls.

Work Order Management

* Create and dispatch new service requests to direct field service teams and 3rd party service partners.

* Update customer portals to ensure accurate and timely information aligns with customer expectations.

Queue Management & Processes

* Monitor and manage ServiceMax queues, ensuring timely updates and adherence to the standard follow-up procedures.

* Ensure all cases and tasks are completed daily to maintain operational efficiency.

SKILLS & QUALIFICATIONS

Education

* At least 1-2 years of customer service or service coordination experience in a fast-paced environment.

* Experience with CRM platforms (e.g., Salesforce, ServiceMax) is preferred.

* Strong multitasking abilities and organizational skills to manage high volumes of communication and work orders.

Growth & Team Environment

* This role offers opportunities to develop within the Service Operations team and gain valuable experience with global service operations.

Technical Skills

* Proficiency in Microsoft Office Suite and business applications

* Experience with SAP & CRM platforms.

Communications & Interpersonal Skills

* Good written & verbal communication skills, with the ability to interact effectively with customers, service partners, and internal teams.

* Exceptional customer service abilities, ensuring positive and professional interactions.

Organizational & Analytical Skills

* Excellent organizational skills with keen attention to detail.

* Ability to prioritize tasks, manage multiple responsibilities, and meet deadlines in a fast-paced environment.

Team & Adaptability Skills

* Works well independently with minimal supervision, as well as collaboratively within a team.

* Comfortable in a dynamic environment and open to changes driven by process improvements.

Let's create a cleaner future together

Cleaning has emerged as a key contributor to health and safety, sparked by technology and innovation. At Nilfisk we are a driving force in this development. Being part of Nilfisk means thinking outside of the box, bringing your inspiring ideas to life, sharing the results, and learning from your setbacks. We believe that diversity is our greatest strength - as we achieve the best results from a wide variety of views and approaches. At Nilfisk, you have the freedom to be yourself and express your opinions. Nilfisk is firmly committed to growth and sustainability in everything we do. You will be empowered in your role as you collaborate with passionate colleagues on a quest to create a cleaner future.

Are you ready to make a change for a cleaner future?

Benefits

Nilfisk offers a competitive total compensation package. Benefits include Health, Dental, Vision, Basic and Supplemental Life, Critical Illness and Accident Insurance, Flexible Spending Accounts, Health Savings Account with Company Contribution, 401K with Company Match, Long and Short Term Disability, Employee Assistance Program, Legal Plan, Parental Leave, Paid Vacation and Sick Time, Paid Volunteer Day, Tuition Reimbursement, Wellness Reimbursement, Scholarship opportunities, etc.

The estimated pay range indicates the expected annualized pay range for this position. It may not include potential bonus incentives such as annual bonus' as well as sales and sales related incentives, or overtime (on eligible positions). The actual pay offered may vary based on several factors, including the applicant's qualifications, relevant experience, unique skills, education level, certifications or licenses, and the location from which they will work. The final pay determination will comply with state or local minimum wage laws applicable to the job's location. We may ultimately pay more or less than the posted range. This range may be modified in the future.

Job applicant FAQ

Do you have questions regarding the recruitment process or alike? Please visit ourFAQ for job applicants.

Talent Acquisition Process

Nilfisk does not charge any fee at any stage of the recruitment process. We do not request payment or fees from candidates for any employment-related purpose. If you encounter any such activity, please report it immediately on the Nilfisk Whistleblower website.

Nilfisk is an Equal Opportunity employer. We consider all qualified applicants without regard to race, religion, sex, national origin, age, sexual orientation, gender identity, disability, or veteran status, among other factors.