Service Experience Coordinator

Job Description

Job Description

Description:

Central Business Systems, Inc. is one of the fastest-growing office equipment and technology companies in the region. We have been in business for over 80 years in Kentucky, Indiana, and West Virginia.

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

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

  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