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NOVOMATIC Americas · 1 week ago

Customer Service Coordinator

United States

Full-time

Remote

New Grad, Entry Level

NOVOMATIC Americas is a subsidiary of the NOVOMATIC Group, responsible for distributing gaming technology in North America and the Caribbean. They are seeking a Customer Service Coordinator with strong customer service and problem-solving skills to support Field Service Technicians and ensure customer satisfaction through effective communication and service management.

GamblingGamingVideo Games

Responsibilities

Develop and maintain a professional image while representing Novomatic Americas in both personal interfaces and those communicated via the phone or e-mail

Communicate any customer concerns or issues via phone or email to the Technical Support team in a timely manner

Keep customer abreast of any issues or delays with service orders, conversions and/or parts

Maintain accurate information pertaining to customer database, Sales Orders and Invoices, warranty parts and RMAs

Follow assigned service procedures as it relates to sales quotes, sales orders, sales order processing, sales order follow-up and delivery

Coordinate customer issues and requests; expedite or escalate for resolution in a timely manner

Responsible for direction and providing jobs instructions to Field Service Technicians

Interface with customers and sales personnel on outstanding parts and conversion orders

Perform all analytical reports and clerical functions including; filing, typing, etc. as identified by management

Enter customer parts and conversion orders in Business Central and Field Point

Works with Sales and Customers to understand scope of Field Service projects

Coordinate new installations, software conversions, removals, and service repairs directly with customers and third-party companies, when applicable

Create and review Shipping Notification for Gaming Commission

Manages procurement process and ensure material is ordered and delivered to job sites in time

Keep an accurate Field Service Technician Schedule

Overview of sales order and software conversion form to ensure all Approval permits are accurate and in place prior any activity in the Field

Create, track, review, and close works orders such as Installations, Conversions, Removals, Preventive Maintenance, On-Site and Phone Support

Keep customers and Field Service Technicians informed of order status, cost of repairs and timeline for job completion

Provide weekly update on Field Service Activities to management team

Ensure accurate records of all Field Service activities are maintained

Tracks and maintains record of warranty work

Maintain database of all products currently in the field

Answer phone calls and emails for customer concerns or orders

Professionally interface and respond to questions from customers, service personnel and others within the company as required

All other duties and tasks as assigned

Qualification

Customer Service experienceMicrosoft OfficeCritical thinkingCreative problem solvingOrganizationTeamworkFast-paced environmentVerbal communicationWritten communication