Customer Service Operations Coordinator in Pittsburgh, Pennsylvania at Aerotech, Inc.

Customer Service Operations Coordinator

Looking for meaningful work with a company that makes a difference in global innovation? Engineer a better future with Aerotech, a global leader in precision motion and automation. Our customers create some of the most innovative products on the planet, from life-saving medical devices to tools for deep space exploration. Our precision motion and automation systems make it all possible.

Build a lasting, satisfying career at Aerotech, where we foster growth, empower employees and promote from within. You'll find unparalleled opportunities and a company that values your voice. We also provide an extensive total rewards compensation system, including:

• Bonus payments every 6 months
• Rich health plans
• Retirement planning with our 100% company-paid Employee Stock Ownership Trust

Position Summary:
The Customer Service Operations Coordinator is the primary administrative point of contact for the Global Technical Support (GTS) department, managing inbound customer inquiries and coordinating assigned service requests from initiation through resolution. This role ensures efficient service delivery by facilitating customer communication, coordinating repair and training activities, maintaining accurate business records, and supporting continuous process improvement. Success in this position requires a customer-focused approach, strong organizational skills, adaptability, and effective collaboration with internal and external stakeholders.

Essential Functions:

• Customer Intake & Communication: Monitor GTS communications channels, including the Support Portal, email, and phone lines to create, assign and prioritize new support cases. Provide timely updates on order status, lead times, and tracking information. Interface directly with customers via email, phone, or web conferencing
• Responsive Customer Management: Serve as the primary customer contact for assigned or co-assigned tickets from start to resolution, including but not limited to training, warranty and non-warranty repairs, and failure analysis.
• End-to-end RMA Processing: Manage repair workflows by preparing quotations, validating purchase orders, entering orders, processing RMAs, and coordinating with production, shipping, and accounting.
• Coordinate customer training engagements, including quotations, scheduling, logistics, and communication with technical staff.
• Physical Logistics Support: Receive, inspect, and process incoming RMA shipments, including unpacking, documenting contents, and organizing products within the work area.
• Inventory & Customer Requirement Management: Maintain customer-specific operational requirements, including shipping crate inventories, inspection records, safety stock, and other customer documentation.
• ERP & CRM Administration: Maintain accurate customer records within ERP, CRM, and other business systems. Generate quotations and process sales orders, RMAs, and technical support transactions accurately and in a timely manner.
• Data Integrity & Reporting: Maintain shared dashboards, databases, and reports to ensure data integrity, accurate reporting, and workflow visibility.
• Special Projects & Continuous Improvement: Identify opportunities to improve workflows, reporting, and process improvements. Participate in special projects that enhance service quality.

• Train team members on job functions, systems, or new processes as needed.
• As assigned

• Strong proficiency with Microsoft Office, Google Workspace, and the ability to learn ERP, CRM, and other corporate systems
• Knowledge of administrative and customer service practices and procedures
• Excellent written and verbal communication skills with the ability to interact professionally with customers and colleagues
• Strong organizational, time management, and multitasking skills with attention to detail
• Outstanding customer service skills to include complex resolution abilities
• Ability to gather data to compile information, and prepare documents
• Self-motivated with the ability to prioritize work and perform independently with minimal supervision
• Proven ability to use independent judgment and discretion in decision making

• Associates Degree (AA) or equivalent from an accredited college or technical school
• At least one year of related administrative experience and/or training
• Equivalent combination of education and experience may be considered
• Must be authorized to work in the United States without employer sponsorship. Aerotech does not provide US work authorization sponsorship for this position. OPT and CPT visa holders are not eligible for employment if they will need work authorization sponsorship at any time in the future.

• Competitive compensation
• Bi-annual bonus
• Annual raise eligibility
• UPMC Health Insurance
• Dental insurance
• Vision insurance
• Life insurance
• Retirement Plan
• Employee Stock Ownership Trust
• 401k
• Paid time off
• Parental leave
• Referral program
• Professional development assistance
• Tuition reimbursement