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Join the worldwide leader in playing cards and in “play” solutions. Play is what keeps us going, and it always has been our greatest motivation. That's why we live different, play different.

The Service Coordinator – Casino Electronic and Digital Services will coordinate and support USPC’s electronic and digital offerings by way of managing and leading the product service and repair process. Primary responsibilities include learning all aspects of electronic and digital products offered by USPC and Cartamundi’s global partners and be a customer facing product expert. Cartamundi is seeking candidates who have a strong desire to continually grow and expand their skills as the organization constantly seeks to deliver world-class customer service.While working closely with the Global Casino Team (North America, LATAM, EMEA, APAC) and internal product service and assembly personnel, the Service Coordinator – Casino Electronic and Digital Services will:

What you’ll do as a Service Coordinator:

+ Act as the point person for coordinating product service and repair requests

+ Field customer requests for service via email and phone

+ Schedule repair activity internally and work with internal staff to ensure timely turnaround

+ Advise customer of status and communicate any repair fees

+ Manage extended warranty programs

+ Coordinate field warranty service check-ups

+ Handle recordkeeping requirements around warranty programs

+ Management of active electronic devices at customer site

+ Gain an understanding of active and inactive devices by site

+ Make arrangements for the return of inactive devices as applicable

+ Provide technical sales support

+ Support sales team with upfront selling needs

+ Arrange and maintain sales orders and returns for electronic products and digital services

+ Enter orders into ERP system, collect purchase orders and communicate details with customers

+ Coordinate Return Goods Authorizations

+ Customer Satisfaction

+ Focus resources – time, effort and creativity – to guarantee customer delight

+ Establish and report service level metrics for Casino Electronic Products

+ Customer Retention

+ Demonstrated ability to anticipate customer needs

+ Enabling the team to maintain 99% retention rate of existing customers as measured by YoY sales $.

+ Support the team to meet or exceed business process quality goals

+ Project Management

+ Meet scheduled project timelines

+ Coordinate the schedules of various parties to ensure a seamless customer experience

We’re looking for a Service Coordinator with:

+ Bachelor’s degree

+ 3-5 years technical customer service experience/sales assistance

+ Light electromechanical background

+ Needs to demonstrate a proficient understanding in IT network and security system and engage regularly with that customer stakeholder group.

+ Strong organization skills and attention to detail - Ability to prioritize and respond to changes in demands and customer needs, accurately and quickly.

+ Experience using Salesforce or similar CRM to log and report product data and customer interactions

+ Effective uses of ERP system such as SAP, and MS Office: Excel, Word, PowerPoint, Outlook e-mail for reporting and communication.

+ Ability to analyze data including tracking inventory, order quantity, timeline planning and has basic understanding of key business metrics and terms. (Price, Margin, Discounts, invoice, purchase order)

+ Ability to create summary reports

+ Ability to make advanced level decisions relative to changing customer needs

Benefits You Can Expect from Cartamundi:

+ Bonuses, including referral and performance

+ Climate controlled facility

+ 401(k) with dollar-for-dollar company match up to 6%

+ Health, dental, and vision insurance starting day one

+ HSA (Health Savings Account) with company contribution and FSA (Flexible Spending Account)

+ Company paid Life insurance amount of 1x your annual salary

+ Company paid Short-Term and Long-Term Disability

+ Paid time off

+ Paid holidays

+ Tuition reimbursement

+ Monthly engagement activities and giveaways

+ Employee discounts on daycare, gym memberships, travel, and much more!

Physical requirements and working conditions:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

+ Must be able to lift up to 35 pounds

+ Walk up and down steps

+ Sit for prolonged periods of time (6 - 8 hours a day)

+ The role is primarily office / computer type work. Possible trips into the manufacturing and warehousing areas to consult with technicians and engineers.

+ Environment is hands-on, high speed, and fast paced.

+ This Service Coordinator position is located on-site in our Erlanger, KY facility.

Apply today and discover the magic of making a difference at Cartamundi!

Cartamundi does not discriminate based on race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities. This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. For more information on E-Verify, or if you believe that your employer has violated its E-Verify responsibilities, please contact DHS dhs.gov/e-verify (file:///C%3A/Users/Christina.Matias/AppData/Local/Microsoft/Windows/INetCache/Content.Outlook/5VRH590W/dhs.gov/e-verify) .

Candidates must be 18 years old to work for Cartamundi. No agencies please. No sponsorship available.

About Cartamundi:

At Cartamundi, we're all united by our common belief that world is better with play. Play is what keeps us going, and it always has been our greatest motivation. That's why we live different and play different. To us, it is not just an activity. It is a guiding mindset that reminds us to have fun, to be fair, to connect with people – across cultures and generations – and to embrace shared experiences.

We are a worldwide leader in playing cards and in “play” solutions.

Our owned brand portfolio includes a suite of heritage brands which go back as far as 1848, including global brands like Bicycle®, HRO®, Bee®, Copag®, Shuffle® and many locally loved brands. These brands

combine craftsmanship with innovation as the basis for their continued relevance and positive contribution to the local communities that love and use these brands.

At Cartamundi, we have significant expertise in printing; our presses have been running since 1765. Today, our company has become the largest playing cards and board game manufacturer in the world and the trusted partner of leading toy companies. We make well-known brands such as Monopoly®, Uno®, Magic: The Gathering®, Guess Who ®, Pokémon®, Trivial Pursuit® every day.

As we look into the future and how entertainment evolves, we are bringing the digital world to the physical world and vice versa. We have a dedicated team of experts that is looking into future technologies, products, applications that can get our consumers and communities to truly live different and play different.

We are still a family-owned company with headquarters in Belgium and have a global network of 16 manufacturing facilities, 6 design centers, 1 digital studio and 1 global R&D center.