Service Planner

Responsibilities

• Handle inbound and outbound calls professionally to ensure high-quality customer interactions
• Manage and process Service Requests (SRs), including reassignments, ETA updates, cancellations, and territory changes
• Complete Service Requests on behalf of Customer Engineers and maintain accurate documentation in Public Notes
• Provide timely updates on inquiries, escalations, and service status via email and internal tools
• Monitor and address aged calls, out-of-process cases, and perform escalation management
• Oversee premium freight usage and track service efficiency, including labor, parts, and freight utilization
• Collaborate with Services and Enablement teams to identify process improvements and review territory needs

Requirements

• Strong verbal and written communication skills for professional email, chat, and phone interactions
• Previous experience in a call center, customer service, or service coordination role
• Proven ability to multitask and manage multiple service requests simultaneously in a fast-paced environment
• Experience using ticketing or Service Request systems
• Proficiency in MS Office tools
• Familiarity with communication platforms such as Skype and Microsoft Teams
• High attention to detail and a strong analytical problem-solving mindset

About the Company

NCR Atleos is a leader in expanding financial access. Headquartered in Atlanta, our dedicated team of 20,000 employees works to optimize the branch, improve operational efficiency, and maximize self-service availability for financial institutions and retailers across the globe.