Service Coordinator

Service Coordinator

QXO is a leading distributor and installer of building products serving an $800 billion market. The company's mission is to modernize the building products industry through advanced technology and a best-in-class customer experience. QXO is North America's largest distributor and installer of insulation, the second-largest distributor of roofing products, the second-largest publicly traded distributor of lumber and building materials, and the largest distributor of waterproofing products. The company is targeting $50 billion in annual revenue within the decade through accretive acquisitions and organic growth.

The Service Coordinator is responsible for coordinating service requests, scheduling field technicians, and delivering exceptional customer service throughout the service process. This role serves as the primary point of contact for customers, builders, contractors, homeowners, field personnel, and internal teams by managing service requests from initial intake through successful completion. The Service Coordinator ensures service work is scheduled efficiently, documentation is accurately maintained, and customer issues are resolved in a timely and professional manner while supporting operational efficiency and customer satisfaction.

Customer Service & Service Coordination

• Serve as the primary point of contact for customers, builders, contractors, homeowners, warranty departments, and internal teams regarding service requests
• Answer incoming phone calls, emails, and service inquiries professionally and promptly
• Listen carefully to customer concerns, document service needs accurately, and provide timely updates throughout the service process
• Build positive customer relationships by providing responsive, solution-oriented service
• Resolve customer concerns whenever possible or escalate issues appropriately

Scheduling & Dispatch Coordination

• Schedule service appointments based on technician availability, workload, geographic location, and service priorities
• Coordinate daily schedules with Service Technicians, Field Managers, warehouse personnel, and customers
• Balance technician workloads to maximize efficiency and customer responsiveness
• Communicate appointment confirmations, schedule changes, and follow-up requirements
• Reschedule appointments as needed while maintaining excellent customer communication

Service Order Management

• Create, maintain, and update service orders within company ERP and service management systems
• Verify service requests, required materials, warranty status, and billing responsibility prior to scheduling
• Track service orders throughout the entire service lifecycle
• Maintain accurate status updates, notes, attachments, photographs, and service documentation
• Close completed service orders following verification of work performed and required documentation

Operational Support

• Coordinate with warehouse, purchasing, production, and operations teams to ensure required materials are available for scheduled service work
• Monitor service workflows and identify opportunities to improve scheduling efficiency and customer response times
• Support warranty administration, service documentation, and billing processes
• Assist with reporting, service metrics, and operational tracking as requested
• Maintain organized electronic service records and documentation

Team Collaboration

• Work closely with Service Technicians, Field Managers, Sales, Operations, Warehouse, Purchasing, and Customer Service teams
• Support communication between field personnel and office staff to ensure successful project completion
• Participate in continuous improvement initiatives that enhance customer service and operational efficiency
• Perform additional duties as assigned

What you'll bring:

• Strong customer service and relationship-building skills
• Excellent verbal and written communication abilities
• Strong organizational and time-management skills
• Ability to manage multiple priorities in a fast-paced environment
• Excellent problem-solving and conflict-resolution skills
• Strong attention to detail and commitment to accuracy
• Ability to work independently while collaborating across multiple departments
• Positive attitude with a customer-first mindset
• High school diploma or equivalent required
• 13 years of customer service, scheduling, dispatching, service coordination, or administrative experience preferred
• Experience in building materials, construction, manufacturing, equipment service, warranty administration, or related industries preferred
• Experience using ERP systems, scheduling software, CRM platforms, or service management systems (BisTrack or similar preferred)
• Proficiency with Microsoft Office applications, including Outlook, Excel, and Word
• Knowledge of building products, construction materials, warranty processes, or service operations is a plus
• Primarily office-based work environment with frequent interaction with field personnel and operational teams
• Regular communication with customers, builders, contractors, technicians, and internal departments
• Occasional visits to warehouse, manufacturing, or service areas may be required
• Ability to sit and work at a computer for extended periods
• Occasional lifting of office materials up to 25 pounds
• Flexibility to work extended hours when business demands require

What you'll earn:

• Health Care Benefits
• 401(k) with employer match
• Paid Time Off

Benefits for union-represented roles are determined by the applicable collective bargaining agreement and may differ from standard company benefits.

QXO is an Equal Opportunity Employer. We value diversity and do not discriminate on the basis of race, color, religion, gender or sexual orientation, national origin, age, disability, or any other protected status.