Service Dispatch Representative

JOB TITLE

Service Operations Coordinator I

US-Customer Operations-Global Service

Customer Operations Supervisor, Commercial Excellence, Americas

The Service Operations Coordinator I ensures a seamless customer experience by managing inquiries, updates, and service requests across multiple platforms, including Service Max, SAP, and customer portals. This role focuses on timely and accurate communication, efficient work order management, and adherence to performance metrics such as inbound and outbound call handling. With a commitment to operational excellence, the Service Operations Coordinator I actively seek opportunities to streamline processes and enhance productivity.

We have high expectations that all team members exemplify our Nilfisk Behaviors:

• Act as One Team with One Agenda
• Understand Our Customers’ business
• Act and Expect Forgiveness – don’t wait for permission
• Try, Learn & Disrupt – The perfect plan doesn’t exist
• Deliver on your Promise

• Review and respond to internal and external customer inquiries and follow-up queues.
• Manage customer and service partner communications via phone and email, using Talkdesk for inbound and outbound calls.

• Create and dispatch new service requests to direct field service teams and 3rd party service partners.
• Update customer portals to ensure accurate and timely information aligns with customer expectations.

• Monitor and manage Service Max queues, ensuring timely updates and adherence to the standard follow-up procedures.
• Ensure all cases and tasks are completed daily to maintain operational efficiency.

• At least 1-2 years of customer service or service coordination experience in a fast-paced environment.
• Experience with CRM platforms (e.g., Salesforce, Service Max) is preferred.
• Strong multitasking abilities and organizational skills to manage high volumes of communication and work orders.

• This role offers opportunities to develop within the Service Operations team and gain valuable experience with global service operations.

• Proficiency in Microsoft Office Suite and business applications
• Experience with SAP & CRM platforms.

• Good written & verbal communication skills, with the ability to interact effectively with customers, service partners, and internal teams.
• Exceptional customer service abilities, ensuring positive and professional interactions.

• Excellent organizational skills with keen attention to detail.
• Ability to prioritize tasks, manage multiple responsibilities, and meet deadlines in a fast-paced environment.

• Works well independently with minimal supervision, as well as collaboratively within a team.
• Comfortable in a dynamic environment and open to changes driven by process improvements.

Ability to read, write and speak English and interpret documents such as safety regulations, customer emails, and service contract requirements. Ability to write routine reports and correspondence. Ability to speak effectively before customers or employees of the organization.

Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

Ability to apply commonsense understanding to carry out instructions furnished in written, oral or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential duties of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to use hands to type and enter data via a keyboard into a computer.

The employee must regularly lift and/or move up to 10 pounds, occasionally lift and/or move up to 25 pounds.…