Service Coordinator

Customer Journey Manager

Manages the customer journey, which includes all steps customers go through when interacting with the organization. Monitors all customer processes. Tracks, oversees and optimizes all customer interaction, ensuring a high caliber and high-quality customer experience. Receives, assesses and evaluates customer feedback. Continually understands, defines and refines the customer base. Assesses how the organization's sales, marketing and service departments work together to deliver seamless customer service.

Essential Job Duties and Responsibilities

• Simple technical response/feedback
• Manage C4C, overseeing registered products, and FST/GST.
• Coordinate with customer service for onsite parts to support service team.
• Communicate with and provide guidance to customers and external vendors for day-to-day service operations.
• Communicating with people outside the organization, including customers, third party vendors, public and government sources. Representing Nordson as an Ambassador of the NBS Next mindset.
• Communication is expected to be exchanged in person, in writing, or by telephone or e-mail.
• Continuous improvement with coordination with internal departments for operational standards and procedures to support the service team.
• Communicate with customers and Field service personnel regarding scheduling of the daily service schedule.
• Handling complaints, settling scheduling conflicts and escalating necessary support matters as needed.
• Encouraging and building mutual trust, respect, and cooperation among internal departments and team members.

Education and Experience Requirements

• High School diploma

Preferred Skills and Abilities

• Quick and curious learner
• Ability to set overall goals, break down to a series of tasks and execute to meet deadline
• Proactive, with ability to self-direct through multiple concurrent projects

Working Conditions and Physical Demands

Office environment. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.