Service Experience Coordinator

Service Experience Coordinator

The Service Experience Coordinator is a customer-facing, dual-role position responsible for coordinating field service technician schedules and managing day-to-day warehouse and inventory activities. This position serves as a key operational hub dispatching incoming service requests, keeping technicians supplied with the parts and equipment they need, and ensuring accurate inventory and shipping/receiving processes all while delivering the responsive, attentive experience our customers expect at every touchpoint.

The ideal candidate is highly organized, detail-oriented, comfortable working across departments, and thrives in a fast-paced environment. Prior dispatch, logistics, or warehouse experience is required, and experience with service ticketing systems is strongly preferred. Experience in Managed IT Services, copier/printer, or mailing systems environments is a plus.

Excellent customer service skills are essential this role frequently interacts with customers, technicians, and vendors, and every interaction should reflect CBS's commitment to a positive customer experience.

At CBS, our Core Values guide how we work and who we hire. Every team member including this role is expected to demonstrate these values day to day:

• Integrity Be reliable, honest, and committed; ensure accuracy in scheduling, logistics, and documentation, and own mistakes without shifting blame
• Customer-Centricity Keep the customer at the center of every decision; respond to service needs and escalations with urgency and care
• Collaboration Work closely with service, sales, and admin teams, communicate changes quickly, and prioritize what's best for the team and the client
• Accountability Own the outcome from dispatch to delivery to resolution; follow up proactively until issues are fully resolved
• Innovation Embrace new tools and processes, and look for better ways to improve dispatch, inventory, and warehouse operations

Key Responsibilities

Service Dispatch & Coordination

Answer incoming phone calls and emails; open, prioritize, and dispatch service tickets to field technicians in a professional and timely manner

Serve as the primary point of contact for technicians in the field, coordinating schedules and routing based on location, priority, and skill set

Accurately document service calls, technician status, and parts requests in internal systems

Proactively communicate service status updates to customers and internal teams to ensure a positive experience

Track technician arrival and completion times, and escalate delays or unresolved issues to the appropriate team

Warehouse & Inventory Support

Receive, inspect, and stock incoming equipment, parts, and supplies

Pull and prepare parts, toner, and equipment for technician pickup, delivery, or installation

Maintain accurate inventory counts and assist with cycle counts and physical inventories

Package and ship equipment, parts, and returns; process RMAs with vendors as needed

Keep the warehouse organized, clean, and safe, following proper equipment handling procedures

Administrative & Technology Support

Use Microsoft Excel and Microsoft 365 applications daily to track, organize, and report information

Learn and adapt quickly to new systems, tools, and workflows, including dispatch/ticketing and inventory systems

Embrace technology improvements and automation, including AI-driven tools and processes

Identify opportunities to improve dispatch efficiency, parts availability, and warehouse operations

Requirements

Required Qualifications

2+ years of experience in dispatch, logistics, warehouse operations, or customer service (phone and email support) preferred, not required.

Excellent customer service skills, with a friendly, patient, and solution-oriented approach to every customer, technician, and vendor interaction

Strong verbal and written communication skills

High proficiency in Microsoft Excel and Microsoft 365 applications

Excellent organizational skills and attention to detail

Ability to manage multiple tasks and priorities in a fast-paced environment

Ability to lift and move equipment and boxes (up to approximately 50 lbs) as needed

Comfortable operating basic warehouse equipment (pallet jack, hand truck) training provided

Demonstrated alignment with CBS's Core Values: Integrity, Customer-Centricity, Collaboration, Accountability, and Innovation

Preferred Qualifications

Experience dispatching field service technicians or coordinating service schedules

Experience in Managed IT Services, copiers/printers, or mailing systems

Familiarity with ERP, PSA, or dispatch/ticketing systems (e.g., E-Automate, ConnectWise, or similar)

Experience with inventory management, receiving, or shipping/logistics

Comfort working cross-functionally with service, operations, sales, and technical teams

Core Competencies

Customer-focused and service-oriented, with excellent customer service skills

Detail-driven with strong follow-through

Adaptable and open to change

Comfortable learning and using new technologies, including AI-enabled tools

Team-oriented with a collaborative mindset

Embodies CBS's Core Values Integrity, Customer-Centricity, Collaboration, Accountability, and Innovation in daily work

Central Business Systems, Inc.