Service Order Management Specialist - Columbia, MD

Responsibilities

• Receive, review, and process customer service orders for calibration, repair, and maintenance.
• Verify accuracy of service requests, including part numbers, serial numbers, and service level agreements (SLAs).
• Assign and route service orders to appropriate technicians and departments.
• Provide timely updates to customers regarding the status of their service orders.
• Act as the primary point of contact for customers regarding service order status, estimates, and turnaround times.
• Respond professionally and accurately to customer inquiries by researching and utilizing company tools and resources.
• Troubleshoot order-related issues and follow up with customers to keep them informed.
• Ensure customer satisfaction through timely, accurate, and professional communication.
• Work closely with calibration and repair technicians, customer service teams, logistics, and sales to ensure smooth operations.
• Coordinate with customers, technical staff, and service management to resolve issues related to service jobs effectively.
• Provide feedback to engineering and product teams regarding recurring service issues.
• Assist in training new team members on service order management (SOM) processes and tools.
• Foster a collaborative environment by supporting team initiatives and process improvements.
• Identify issues, analyze information, and implement effective solutions to resolve order-related challenges.
• Proactively address service bottlenecks and collaborate with relevant teams to find resolutions.
• Adjust workflows and processes as needed to meet evolving business and customer needs.
• Manage changing priorities and maintain efficiency in a dynamic, fast-paced environment.
• Adapt to new processes, tools, and customer requirements to ensure operational excellence.