Customer Service, Parts Order Fulfilment Coordinator

Customer Service, Parts Order Fulfilment Coordinator Job Overview The Customer Service, Parts Order Fulfilment Coordinator is responsible for managing customer inquiries, processing parts orders, and ensuring timely resolution of customer issues across our medical equipment businesses. This is a customer-facing role that serves as a key link between customers, purchasing, technical service, warehouse, and other internal departments. The successful candidate will ensure that customer requests are handled professionally, accurately, and efficiently, from initial inquiry through order fulfillment. Key Responsibilities Customer Service & Order Processing Serve as a primary point of contact for customer inquiries relating to replacement parts, equipment servicing, and general technical service support. Receive, review, and accurately process customer orders for parts and service work. Prepare and issue quotations for replacement parts and service work. Respond promptly to customer inquiries regarding pricing, product availability, order status, and service scheduling. Follow up on outstanding quotations and customer requests to ensure timely responses and closure. Coordinate with sales and technical teams to confirm part numbers, product specifications, pricing, and availability. Parts & Order Fulfillment Coordinate the processing, picking, packing, and shipment of customer parts orders. Work closely with warehouse and inventory personnel to confirm product availability and address shortages or backorders. Monitor order progress and shipment status to ensure timely delivery. Proactively communicate order delays, shortages, and other fulfillment issues to customers. Ensure accurate order processing, documentation, and transaction records are maintained in the ERP system. Coordinate parts requirements for scheduled and emergency service calls. Escalate delays or unresolved issues to the appropriate personnel. Returns & Warranty Administration (RMA) Manage the Return Material Authorization (RMA) process, including issuing RMA numbers and coordinating the return of parts and equipment. Track returned items and coordinate inspections and assessments with warehouse, technical service, and quality personnel. Coordinate warranty claims, customer credits, and return shipments, and serve as a back up to the Service Coordinator. Follow up on outstanding RMAs to ensure timely processing and closure. Customer Issue Resolution & Follow-Up Take ownership of customer inquiries, quotes, requests, and ensuring that issues are followed through to resolution. Acknowledge customer requests promptly, with a target of responding to or escalating unresolved matters within 24 hours. Maintain accurate and up-to-date information in the company's ERP, CRM, and field service management systems. Qualifications & Experience College diploma or equivalent education in Business Administration, Operations, or a related field. 2–5 years of experience in customer service, order processing, parts administration, or a similar role. Strong attention to detail and accuracy in processing orders, quotations, and maintaining documentation. Excellent verbal and written communication skills, with the ability to interact professionally with customers and internal teams. Strong organizational and time-management skills, with the ability to manage multiple priorities and meet deadlines. A proactive, customer-focused approach with sound problem-solving skills and a strong commitment to follow-through. What We Are Looking For We are looking for a dependable, organized, and customer-oriented individual who takes pride in delivering responsive and reliable customer service. The successful candidate will not simply process orders or pass along customer inquiries. They will take ownership of requests, ensure appropriate follow-up, coordinate effectively with internal teams, and make certain that customer commitments are fulfilled. If you are a proactive problem-solver who enjoys …

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