Summary

About the Role

The Customer Service Coordinator is a critical member of the Service and Sales Operations teams. This role acts as the liaison between customers and internal teams including technical support, order management, and field service. The role provides essential coordination, administrative support, and customer service to ensure seamless and timely execution of services and solutions for Hexagon MI customers.

Job Responsibilities

What You'll Do

•  Serve as the primary point of contact for customer inquiries and service requests through phone, email, and CRM platforms.

•  Accurately enter service orders, quotes, and updates into internal systems (e.g., SAP, Salesforce).

•  Coordinate with field service engineers and regional teams to schedule service appointments and technical support.

•  Provide assistance for customer issues including licensing, billing inquiries, and account administration.

•  Support contract administration including service renewals and documentation.

•  Track KPIs related to service backlog, performance, and customer satisfaction.

•  Maintain and prepare reports, schedules, and internal communications.

•  Assist with front office coordination including receiving mail, office tasks, and supplies.

•  Partner cross functionally with logistics, finance, and technical teams to ensure timely resolution of customer needs.

•  Identify process improvement opportunities and escalate recurring issues to leadership.

Qualifications

Qualifications

•  High school diploma or equivalent; associate degree in business or a related field is preferred.

•  1–2 years in a customer service, administrative, or support role.

•  Proficiency in Microsoft Office (Word, Excel, Outlook); SAP or Salesforce experience is a plus.

•  Excellent communication skills with a strong customer first attitude.

•  High attention to detail, organizational, and time management skills.

•  Ability to multitask and prioritize in a fast paced, collaborative environment.

•  Strong problem solving and follow through capabilities.

•  Ability to work independently and in a team based environment.

Work Environment

•  This is a remote position.

•  Primarily an office setting with occasional visits to the factory floor.

•  Use of standard office equipment including computer, phone, copier, and printer.

•  May involve occasional lifting of up to 20 pounds.

•  Frequent communication with internal teams and external customers.

•  Noise level ranges from low (office) to moderate (factory).

•  Occasional travel may be required, up to 10%.