Service Coordinator, EAMER

Job Description

Job Description

About US:

Miraclon is the home of FLEXCEL Solutions, which have helped transform flexographic printing for more than a decade. The technology, including the industry-leading FLEXCEL NX and FLEXCEL NX Ultra Systems, and FLEXCEL NX Print Suite that enables PureFlexo™ Printing, maximizes on-press efficiency, delivers higher quality and overall best-in-class results. With a focus on pioneering image science, innovation, and collaboration with industry partners and customers, Miraclon is committed to the future of Flexo and continues to be positioned to lead the charge.

Position Description:

Highly organized and customer-focused Service Coordinator (Spare Parts & Logistics) to support our service operations across the EAMER region. This role serves as a key link between customers, service engineers, logistics providers, warehouses, and internal teams, ensuring the efficient coordination of service activities, spare parts availability, and logistics processes.

The ideal candidate will combine strong administrative and customer service skills with experience in spare parts coordination, inventory management, shipping, and international logistics. The role requires excellent communication, attention to detail, and the ability to manage multiple priorities in a fast-paced environment.

Job Responsibilities:

Service Coordination & Customer Support

• Act as a primary point of contact for customers regarding service requests, quotations, service contracts, and spare parts inquiries.
• Respond to customer inquiries promptly and professionally via phone, email, and CRM systems.
• Prepare service quotations, service orders, purchase orders, and related documentation.
• Verify contract entitlements, pricing, and service coverage before service execution.
• Support internal service teams with all required administrative activities.

• Track service progress and ensure activities are completed within agreed timelines and service levels.
• Communicate status updates, delays, and follow-up actions to customers and internal stakeholders.
• Works cross-functionally to manage and improve logistic efficiency.

• Special Projects as needed.
  

Spare Parts Coordination

• Coordinate ordering, allocation, and shipment of spare parts for service interventions.

• Monitor inventory levels and support replenishment activities to prevent stock shortages.
• Manage warranty parts, returns, and RMA processes.
• Support spare parts planning and forecasting activities.
• Maintain accurate spare parts records within Salesforce, ERP systems.
• Work closely with service engineers to ensure required parts are available before field visits.

Logistics & Shipping Management

• Organize domestic and international shipments for spare parts and service-related equipment.
• Prepare shipping documentation including packing lists, customs/export documentation, commercial invoices, courier labels.
• Coordinate with logistics providers.
• Monitor shipments and proactively deal with delivery delays or transportation issues.
• Ensure compliance with import/export regulations, customs requirements, and company procedures.

Warehouse & Inventory Support

• Coordinate packing, dispatching, receiving, and storage of spare parts.
• Verify incoming deliveries and maintain inventory accuracy.
• Support stock audits and cycle counts.
• Ensure proper labeling, storage, and traceability of materials.
• Assist with slow-moving and obsolete inventory initiatives.

Reporting & Operational Support

• Maintain accurate records in CRM and ERP systems (Salesforce, M3).
• Generate reports on service activities, spare parts usage, inventory levels, and logistics performance.
• Monitor KPIs such as response times, inventory accuracy, shipment performance, and order fulfillment.
• Support month-end and quarter-end reporting activities.
• Identify process improvement opportunities and support operational excellence initiatives.

Quality & Compliance

• Ensure compliance with company policies, safety requirements, and quality standards.
• Maintain documentation required for audits and regulatory compliance.
• Support continuous improvement projects within service and logistics operations.

Education, Skills & Experience:

• 2-5 years of experience in service coordination, spare parts administration, logistics, customer service, or supply chain operations.
• Experience working with ERP and CRM systems.
• Strong knowledge of Microsoft Office, particularly Excel.
• Excellent organizational and multitasking skills.
• Strong customer service and communication abilities.
• Ability to work independently and prioritize workload effectively.
• Experience working with Salesforce, SAP, M3, or similar systems.
• Experience in a technical service, manufacturing, or industrial environment.

• Fluent English required; German and Italian are an advantage.

Key Competencies:

• Customer Focus
• Effective Communication
• Attention to Detail
• Problem Solving
• Time Management
• Team Collaboration
• Process Improvement Mindset
• Adaptability
• Sense of Urgency
• Analytical Thinking