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Dematic CS Service Coordinator in Grand Rapids, Michigan

Dematic is a leading supplier of integrated automated technology, software and services to optimize the supply chain. Dematic employs over 7,000 skilled logistics professionals to serve its customers globally, with engineering centers and manufacturing facilities located around the world. Dematic is one brand under the KION Group of companies and has implemented more than 6,000 integrated systems for a customer base that includes small, medium and large companies doing business in a variety of market sectors.

Headquartered in Atlanta, Georgia, Dematic is a member of KION Group, a global leader in industrial trucks, related services and supply chain solutions. Across more than 100 countries worldwide, the KION Group designs, builds and supports logistics solutions that optimize material and information flow within factories, warehouses and distribution centers. The company is the largest manufacturer of industrial trucks in Europe, the second-largest producer of forklifts globally and a leading provider of warehouse automation.

Position Summary:

The Service Coordinator Admin works under the direction of the Coordinator Supervisor and assists with handling requests and providing customer service, guidance, and support as needed. Other responsibilities include dealing directly with internal and external customers, maintaining and updating site documentation as required via Salesforce, monitoring service call activity, and following up with regional technicians and customers as needed

Primary Duties:

  • General administrative tasks for the Coordinator Supervisor

  • Perform investigation and resolve less complex problems

  • Database management

  • Coordinate and oversee various project and scheduling activities as back-up (or primary) support

  • On call as needed for after-hours dispatching and customer correspondence

  • Regular communication with technicians and customer’s

  • Ensure technicians are properly Acknowledging and Resolving Salesforce cases

  • Monitor regional technician case assignments and report submittal via Salesforce

  • Update and close Salesforce cases in a timely fashion

  • Assist as needed with Dematic applications such as Field Service Lightning, Salesforce, etc.

  • Complete customer surveys which drive customer satisfaction results

  • Work with Purchasing to issue PO requisitions in SAP when needed

  • Arrange the shipping of specialty tools and various items to the regional technicians


  • Strong interpersonal skills dealing with internal and external customers in addition to technical personnel

  • Strong organizational and communication skills

  • Experience with Salesforce and SAP

  • Ability to write clear and concise documentation

  • Ability to work in a high pressure, high stress, and dynamic environment

  • Positive attitude towards customers and co-workers

  • Prioritizations skills a must

  • On call for after-hours issues – nights, weekends, Holidays

  • Identify problems as they occur and takes appropriate steps to solve them


High School Diploma, Technical certification or degree preferred.

Knowledge and Experience:

Apply skills through successful completion of assignments. Successfully apply knowledge of fundamental concepts, practices, and procedures of administrative principles. Typically 2 years of successful experience in related field and successful demonstration of Primary Duties and Qualifications

Requisition ID: 2021-15225

Job Time: Full-Time

Experience Level: Mid Level

Shift Schedule Display: Standard

External Company URL: http://www.dematic.com

Street: 507 Plymouth Ave NE