Service Delivery Coordinator at Pearce Services in Frederick, MD

 

 

Your Impact

As the Service Delivery Coordinator, you serve as the operational backbone and single point of accountability for customer orders from initiation through completion. You ensure a seamless customer experience by coordinating across sales, estimating, operations, procurement, and field resources to deliver accurate, timely, and high-quality service.

Your work directly impacts customer satisfaction, revenue integrity, operational efficiency, and long-term client retention. By owning order execution, resource coordination, and proactive communication, you help the organization exceed customer expectations while maintaining internal performance and financial controls.

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Core Responsibilities

Customer & Stakeholder Management

• Act as the primary liaison for customers, providing clear, accurate, and timely communication throughout the order lifecycle.

• Manage inbound customer communications (calls and emails) while maintaining consistent coordination with Sales, Estimating, Operations, and other internal teams.

• Provide product, service, order status, reporting, and pricing information to customers.

• Address customer issues and complaints in accordance with established procedures, ensuring resolution and follow-up.

Order & Data Management

• Own end-to-end order management, ensuring all customer orders are accurately reviewed, validated, and processed in compliance with company Terms and Conditions.

• Perform accurate and complete data entry, including financial setup, within required internal systems.

• Verify order details to ensure accuracy, completeness, and alignment with customer and organizational requirements.

• Support invoice accuracy and quality by ensuring proper order setup and documentation.

Resource Coordination & Execution

• Coordinate and assign appropriate resources to each order, balancing customer requirements with internal efficiency targets.

• Manage coordination across field engineers, subcontractors, OEMs, direct-ship vendors, and logistics partners.

• Review material procurement and logistics requirements and identify alternatives as needed to meet delivery timelines.

• Track order progress and follow up to ensure milestones and completion dates are met.

Sales, Estimating & Contract Support

• Partner with the Estimating team to support customer proposals, RFQs, and contract renewals.

• Support Sales with proposal coordination and customer pricing communications, including routine price increases.

• Ensure customers receive accurate and timely information during pre-sale and post-sale phases.

Escalations & Continuous Support

• Provide after-hours follow-up for emergencies occurring outside standard business hours to ensure order completion and invoicing.

• Support root cause analysis and documentation for service issues when required.

• Perform additional duties as needed to support evolving business and customer needs.

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Core Experience

• Bachelor’s or Associate degree preferred, or equivalent combination of education and experience.

• 3–5 years of experience in customer service, service delivery, project coordination, or order management roles.

• Proven ability to operate effectively in a high-volume, high-pressure environment.

• Strong organizational skills with the ability to manage multiple priorities simultaneously.

• Excellent written and verbal communication skills with a strong customer-focused mindset.

• Demonstrated problem-solving, follow-up, and attention-to-detail skills.

• Ability to think both strategically and tactically while executing day-to-day operations.

• Proficiency with Microsoft Office tools (Word, Excel, PowerPoint).

• Experience with NetSuite or similar ERP systems preferred.

• Self-motivated, collaborative, and capable of working effectively across departments.