Customer Service Representative

Job Description

Job Description

Job Title: Customer Service Field Service Coordinator Job Description

This role serves as the primary point of contact for customers, coordinating field service activities and ensuring that all service requests are executed smoothly from initial intake through completion. You manage customer inquiries, create service estimates and job quotations, maintain accurate records in Microsoft CRM and ERP systems, and keep customers informed through proactive communication. The position is customer-facing and requires strong organizational skills, attention to detail, and the ability to thrive in a fast-paced, growth-oriented environment.

• Act as the primary point of contact for customers, providing professional, timely, and courteous support for all service-related inquiries.
• Receive, intake, and log customer service requests with a high degree of accuracy and attention to detail.
• Coordinate field service activities, including scheduling projects and ensuring that technicians and resources are aligned with customer needs.
• Prepare and deliver service estimates and job quotations in a timely manner, ensuring clarity and completeness.
• Track and manage ongoing work orders, monitoring job status and ensuring that all information is up to date.
• Maintain and update the customer work order portal so customers have accurate, real-time visibility into their service status.
• Provide regular status updates directly to customers via phone and email, proactively communicating changes, progress, or issues.
• Navigate and utilize Microsoft CRM and ERP platforms, including Navision, to manage customer data, work orders, and service workflows.
• Process orders, purchase orders, and RMAs (return material authorizations) accurately and efficiently.
• Handle order entry, invoicing, and data entry tasks to support smooth administrative and operational processes.
• Generate, maintain, and distribute reports related to service activities, work orders, and project status.
• Multitask effectively across multiple assignments in a fast-paced environment while maintaining high quality and accuracy.
• Collaborate with leads and team members to coordinate schedules, manage shared accounts, and ensure consistent customer experience.
• Support project coordination and schedule planning activities to keep field service operations running smoothly.
• Provide general administrative support to the customer service and field service teams as needed.
• Demonstrate a professional, positive, and flexible attitude, adapting to changes in processes, systems, and growth-related initiatives.

• Minimum of 1 year of administrative, clerical, or customer support experience.
• Hands-on experience with ERP or CRM systems, preferably Microsoft Navision.
• Proficiency with Microsoft Office and the broader Microsoft Suite (Word, Excel, Outlook, etc.).
• Experience in customer support or client services in a customer-facing role.
• Experience with order processing, order entry, and basic invoicing tasks.
• Ability to manage scheduling for projects and field service activities.
• Strong administrative support and data entry skills with high accuracy.
• Ability to navigate and use Microsoft CRM and ERP platforms to manage customer data and workflows.
• Solid organizational skills with the ability to multitask and prioritize assignments in a fast-paced environment.
• Clear and professional verbal and written communication skills for phone and email customer interactions.
• Attention to detail in logging requests, updating portals, and maintaining reports.
• Reliability, accountability, and a strong customer service mindset.

• Experience with Microsoft Dynamics or similar ERP/CRM platforms.
• Background in construction-related project coordination or schedule planning.
• Familiarity with purchase orders, RMAs, and order processing workflows.
• Experience in project coordination and working with shared customer accounts.
• Comfort working with pit-style or cubicle seating arrangements in a collaborative environment.
• Ability to adapt to change in a rapidly growing company and evolving processes.
• Personality that is professional, positive, and customer-focused, with strong interpersonal skills.
• Interest in long-term growth opportunities, including progression into lead, supervisor, or manager roles.
• Ability to work independently while also contributing to a team of approximately 15 people with multiple team leads.

The company operates in the retail security and equipment space, manufacturing grocery store security systems and cart lock and cart pusher products commonly seen at major grocery and retail chains. Founded on the principles of innovation, quality, and service, the organization is in full growth mode following a private equity acquisition and a move into a larger facility. The culture emphasizes honesty, loyalty, investing in people, and promoting from within, with clear succession and growth paths in the customer service and field service coordination department. Many team members have advanced from entry-level roles into leadership positions, and consultants frequently transition into direct hires based on performance and business needs. The team environment consists of approximately 15 employees, including 5 team leads, each overseeing 13 direct reports. The workspace is pit-style or cubicle-based, with employees seated near colleagues who manage shared accounts, fostering collaboration and communication. Training is conducted 100% in-office for at least 2 weeks and may extend up to 46 weeks, typically with hours from 8:00 AM to 5:00 PM. After training, the standard schedule generally runs from 8:00 AM to 5:00 PM, with some variation in start times (such as 67 AM or 89 AM) depending on team fit. The current arrangement is four days onsite and one work-from-home day on Fridays, providing a blend of in-office collaboration and remote flexibility. This is a long-term contract role with strong potential to transition to a direct position, supported by a track record of previous consultants moving into permanent roles as the company continues to grow.

This is a Contract position based out of Lake Forest, CA.

The pay range for this position is $23.00 - $23.00/hr.

Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: Medical, dental & vision Critical Illness, Accident, and Hospital 401(k) Retirement Plan Pre-tax and Roth post-tax contributions available Life Insurance (Voluntary Life & AD&D for the employee and dependents) Short and long-term disability Health Spending Account (HSA) Transportation benefits Employee Assistance Program Time Off/Leave (PTO, Vacation or Sick Leave)

This is a hybrid position in Lake Forest,CA.

This position is anticipated to close on Oct 12, 2026.

Aston Carter provides world-class corporate talent solutions to thousands of clients across the globe. Specialized in accounting, finance, human resources, talent acquisition, procurement, supply chain and select administrative professions, we extend the capabilities of industry-leading companies. We draw on our deep recruiting expertise and expansive network to meet the evolving needs of our clients and talent community with agility and excellence. With offices across the U.S., Canada, Asia Pacific and Europe, Aston Carter serves many of the Fortune 500. We are proud to be a ClearlyRated Best of Staffing® Platinum Award winner for both client and talent service.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email View email address on ziprecruiter.com for other accommodation options.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.