Service Dispatch Representative

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.

We have high expectations that all team members exemplify our Nilfisk Behaviors:

1. Act as One Team with One Agenda

2. Understand Our Customers' business

3. Act and Expect Forgiveness - don't wait for permission

4. Try, Learn & Disrupt - The perfect plan doesn't exist

5. Deliver on your Promise

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.

LANGUAGE SKILLS:

Ability to read, write and speak English and interpret documents such as safety regulations, customer emails, and service contract requirements. Ability to write routine reports and correspondence. Ability to speak effectively before customers or employees of the organization.

MATHMATICAL SKILLS:

Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

REASONING ABILITY:

Ability to apply commonsense understanding to carry out instructions furnished in written, oral or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential duties of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to use hands to type and enter data via a keyboard into a computer.

The employee must regularly lift and/or move up to 10 pounds, occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close and peripheral vision, depth perception, color vision and the ability to adjust focus.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level is generally moderate.

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 range indicates the expected hourly pay for this position. It does not include potential bonus incentives such annual or performance bonus' as well as sales and sales related incentives, or overtime. The actual pay offered may vary based on several factors, including the applicant's qualifications, relevant experience, unique skills, education level, certifications or licenses, differentials, 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.