Pearce Services · 1 day ago
Service Delivery Coordinator
Frederick, Maryland
Full-time
Onsite
Mid Level
$24/hr - $28.85/hr
3+ years expPearce Services is a leading technology-enabled provider of asset management solutions for mission-critical electromechanical infrastructure throughout North America. As the Service Delivery Coordinator, you will be responsible for managing customer orders from initiation through completion, ensuring a seamless customer experience by coordinating across various teams to deliver high-quality service.
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Responsibilities
Act as the primary liaison for customers, providing clear, accurate, and timely communication throughout the order lifecycle
Manage inbound customer communications (calls and emails) while maintaining consistent coordination with Sales, Estimating, Operations, and other internal teams
Provide product, service, order status, reporting, and pricing information to customers
Address customer issues and complaints in accordance with established procedures, ensuring resolution and follow-up
Own end-to-end order management, ensuring all customer orders are accurately reviewed, validated, and processed in compliance with company Terms and Conditions
Perform accurate and complete data entry, including financial setup, within required internal systems
Verify order details to ensure accuracy, completeness, and alignment with customer and organizational requirements
Support invoice accuracy and quality by ensuring proper order setup and documentation
Coordinate and assign appropriate resources to each order, balancing customer requirements with internal efficiency targets
Manage coordination across field engineers, subcontractors, OEMs, direct-ship vendors, and logistics partners
Review material procurement and logistics requirements and identify alternatives as needed to meet delivery timelines
Track order progress and follow up to ensure milestones and completion dates are met
Partner with the Estimating team to support customer proposals, RFQs, and contract renewals
Support Sales with proposal coordination and customer pricing communications, including routine price increases
Ensure customers receive accurate and timely information during pre-sale and post-sale phases
Provide after-hours follow-up for emergencies occurring outside standard business hours to ensure order completion and invoicing
Support root cause analysis and documentation for service issues when required
Perform additional duties as needed to support evolving business and customer needs
Qualification
Required
3–5 years of experience in customer service, service delivery, project coordination, or order management roles
Proven ability to operate effectively in a high-volume, high-pressure environment
Strong organizational skills with the ability to manage multiple priorities simultaneously
Excellent written and verbal communication skills with a strong customer-focused mindset
Demonstrated problem-solving, follow-up, and attention-to-detail skills
Ability to think both strategically and tactically while executing day-to-day operations
Proficiency with Microsoft Office tools (Word, Excel, PowerPoint)
Self-motivated, collaborative, and capable of working effectively across departments
Preferred
Bachelor's or Associate degree preferred, or equivalent combination of education and experience
Experience with NetSuite or similar ERP systems preferred
Benefits
Performance and referral bonuses
Production incentives
Tool/equipment and fuel stipends
Company vehicle
Per diem or other applicable compensation
Health and life insurance
401k with employer match
Paid time off
Tuition reimbursement
Professional development courses
Flexible spending accounts
HSA option
Paid vacation
Paid holidays
Company
Pearce Services
Pearce Services is a leading provider of repair, maintenance, engineering, installation and expansion solutions.
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
unknown2025-11-04Acquired
Leadership Team
Bret Forster
Executive Board Member
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