Service Coordinator

4 days ago


Mumbai City District, India Western Refrigeration Pvt Ltd Full time ₹ 4,00,000 - ₹ 12,00,000 per year

Role & responsibilities

  • Act as the point of coordination between customers and internal teams for service operations.
  • Receive, log, prioritize, and follow up on service calls and complaints, ensuring service teams are assigned in an efficient and timely manner.
  • Use SAP Sales & Distribution (SD) module to track orders, service sales, invoicing, deliveries related to service parts and repairs. Maintain accurate customer master, service order creation, billing, and tracking through SAP SD.
  • Monitor parts inventory and requisition spares as required; coordinate with logistics, purchasing teams, and stores to ensure timely availability of spare parts.
  • Maintain service level agreement (SLA) compliance: monitor response times, resolution times, escalate when needed.
  • Prepare service reports, customer feedback, and maintain documentation (service logs, warranty claims, field reports).
  • Liaise with Sales, Quality, Technical, and Finance teams to ensure customer satisfaction and service profitability.
  • Assist in continuous improvement of service operations: identify recurring issues, suggest process changes, optimize workflows related to service coordination.

Skills & Qualifications

  • Bachelors degree
  • 4-5 years of relevant experience in service coordination / field service / customer support in a manufacturing / commercial refrigeration / durable goods environment.
  • Strong hands-on knowledge of SAP SD module: service order processing, billing, order to cash (OTC) flow, customer master data, shipping/delivery, invoicing.
  • Good communication skills (verbal & written), especially in coordinating across teams and dealing with customers.
  • Strong organisational skills, ability to prioritise under pressure.
  • Problem solving mindset; ability to work with field teams & understand technical issues sufficiently to schedule and follow up.


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