Summary
Hexagon Manufacturing Intelligence is seeking a Customer Service Coordinator to join our Service and Sales Operations team.
At Hexagon, we strive to help industrial manufacturers develop the disruptive technologies of today and the life-changing products of tomorrow. Our strength comes from our global footprint and extensive portfolio of advanced industrial sensors, measurement technologies, factory automation, simulation, and analytics solutions.
Why Join Us?
- Join a global leader in industrial intelligence and digital reality solutions.
- Work remotely with a collaborative team supporting customers across North America.
- Play a key role in delivering an exceptional customer experience and supporting service operations.
- Build your career in a fast-paced, team-oriented environment with opportunities for professional growth.
- Make a direct impact by helping customers maximize the value of Hexagon's products and services.
About the Role
The Customer Service Coordinator is a critical member of the Service and Sales Operations teams. This role serves as the liaison between customers and internal teams, including Technical Support, Order Management, and Field Service. The position provides customer service, administrative support, and service coordination to ensure timely and accurate execution of customer requests.
This is a fully remote position. Candidates located in the Eastern or Central time zones are strongly preferred to support customer coverage between 8:00 a.m. and 8:00 p.m. Eastern Time.
What You'll Do
- Serve as the primary point of contact for customer inquiries and service requests via phone, email, and CRM platforms.
- Accurately enter service orders, quotes, and updates into SAP, Salesforce, and other internal systems.
- Coordinate with Field Service Engineers and regional teams to schedule service appointments and technical support.
- Assist customers with licensing, billing inquiries, account administration, and general service-related questions.
- Support service contract administration, including renewals and documentation.
- Track key performance indicators (KPIs) related to service backlog, customer satisfaction, and operational performance.
- Prepare and maintain reports, schedules, and internal communications.
- Partner cross-functionally with Logistics, Finance, Technical Support, and Sales to ensure timely resolution of customer needs.
- Identify process improvement opportunities and escalate recurring issues when appropriate.
What You'll Do
- High school diploma or equivalent required; Associate's degree in Business or a related field preferred.
- 1–2 years of customer service, administrative, or customer support experience.
- 1–2 years of Salesforce CRM experience required.
- SAP experience is a plus.
- Proficiency with Microsoft Office, including Word, Excel, and Outlook.
- Strong verbal and written communication skills with a customer-first mindset.
- Excellent organizational skills and attention to detail.
- Ability to manage multiple priorities in a fast-paced environment.
- Strong problem-solving skills with excellent follow-through.
- Ability to work independently while collaborating effectively with a remote team.
Work Environment
- Fully remote position.
- Candidates located in the Eastern or Central time zones are preferred.
- Standard home office environment using a computer, phone, and other office technology.
- Frequent communication with customers and internal teams via phone, video, and email.
- May involve occasional lifting of up to 20 pounds.
- Occasional travel may be required (up to 10%).
What We Offer
- Competitive salary with performance-based bonus opportunities.
- Comprehensive healthcare benefits (medical, dental, vision), including Health Savings Accounts (HSA) with employer contributions.
- Paid time off (PTO), including holidays and parental leave.
- 401(k) with generous employer match and tuition reimbursement to support your professional development.
- Access to supplemental health benefits, legal assistance, commuter benefits, and identity protection plans.
- Opportunities to grow and move within a global company known for innovation and employee development.
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