Customer Service Coordinator

Job Title: Customer Service Coordinator
Location: Cary, NC 27511
Duration: 1 year+ (Possible Extension)

Shift: 2nd Shift – 3 PM to 12 AM (East Coast Schedule) with assigned Saturday and/or Sunday shifts per week
 
Job Description:

• Join the Customer Care Team in Cary, NC, engaging with a diverse, multinational audience including global business lines, country business areas, external customers, field management teams, Customer Care Center, Education Services, CSML, Finance, Services Marketing, Customer Administration, Business Process Engineering (Quality), and Regulatory Affairs.
• Build and maintain strong working relationships with key stakeholders to ensure operational success.

 
Key Responsibilities:

• Own end-to-end planning for allocation and deployment of field resources in a highly dynamic environment.
• Apply critical thinking skills to ensure consistent delivery of customer commitments while optimizing resource utilization.
• Manage all customer communications for service events.
• Navigate complex discussions with customers when scheduling appointments.
• Apply prioritization logic aligned with customer commitments.
• Coordinate and deploy field resources, acting as decision-maker while collaborating with field management.
• Manage capacity planning to meet cyclical demand and ensure customer commitments are met.
• Reprioritize activities and resources using problem-solving skills to adapt to a highly dynamic environment.

 
Required Expertise:

• Bachelor’s degree or equivalent experience.
• Strong PC skills, including MS Office (Word, PowerPoint, Excel, Outlook).
• Knowledge of SAP is preferred but not required.
• Excellent verbal and written communication skills.
• Ability to support complex projects and identify the critical path to ensure timely performance.
• Ability to independently handle professional-level work, including complex or less-defined issues.
• Strong organizational and time management skills with exceptional attention to detail.
• Ability to function as a change agent and promote change management, customer focus, and integrity.
• Self-starter, self-motivated, with high initiative and ownership mentality.
• Customer-facing experience preferred.
• Experience in medical device or healthcare environment preferred.
• Reliable internet connection required.
• Willingness to travel approximately 15% annually for training and education.

 
Must-Have Skills:

• Critical thinking.
• Active listening.
• Clear and proficient English communication.
• Empathy and understanding of customer needs.
• Conflict resolution.

 
Experience Requirements:

• A couple of years of customer care experience.
• Preferred: BA degree, conflict management skills, ability to handle difficult conversations, critical thinker, dispatch experience, self-starter.
• Proficiency in Excel, SAP, and Client Genesis phone system.

 
Additional Information:

• Not a call center-type role.
• Support service engineers and strategic partners.
• Multi-tasking is required.
• Six weeks of training with shadowing included.