Service Contracts and Logistics Coordinator

Position Summary:  

The Service Contracts and Logistics Coordinator manages the full lifecycle of Cadwell’s CadCare service contracts and coordinates commercial logistics for the sales team. This role generates quotes, enters new and renewal contracts, and sends renewals at least 90 days ahead of expiration to protect contract retention. The coordinator also processes ownership changes for Cadwell products and manages demo, evaluation, loaner, and electrode sample requests, working closely with Sales, Finance, and Operations to deliver accurate, timely service to customers and internal teams.

Key Responsibilities:

• CadCare Contracts and Renewals

  • Generate accurate CadCare contract quotes for new customers and renewals, including multiyear terms and bundled service offerings, in accordance with approved pricing guidelines.
  • Enter and process CadCare contract orders in Cadwell’s ERP and CRM systems with a high degree of accuracy and timeliness.
  • Maintain the CadCare renewals pipeline, tracking upcoming expirations and sending renewal quotes to customers no less than 90 days before expiration to maximize contract retention.
  • Identify systems approaching warranty expiration without CadCare coverage and prepare quotes to prevent coverage gaps.
  • Coordinate with Finance to ensure contracts are invoiced accurately and on schedule.
  • Route customer requests for nonstandard contract terms to Legal for review.
  • Maintain accurate contract and renewal records, ensuring data integrity across all systems.
  • Report on expiring contracts, renewal status, and renewal rate to commercial leadership.

  Commercial Logistics

  • Coordinate shipment, scheduling, and return of demo, evaluation, and loaner equipment, including tracking overdue returns and communicating with Sales and customers.
  • Coordinate delivery of electrode and accessory samples, tracking requests and maintaining accurate records in Cadwell’s ERP and CRM systems.

  Customer Records and Ownership Changes

  • Process ownership changes for Cadwell products resulting from acquisitions, mergers, legal entity changes, and equipment transfers, including verifying serial numbers, obtaining required customer documentation, updating installed base, warranty, software license, and CadCare records, and coordinating with Finance and Legal as needed.

  General

  • Coordinate with the Sales team to support quoting and logistics needs, ensure order completeness, and facilitate smooth handoffs.
  • Communicate order status, confirmations, and documentation to customers and internal stakeholders.
  • Identify inefficiencies in quoting, renewals, ownership change, and logistics workflows and propose actionable improvements.
  • Document and maintain standard operating procedures for CadCare contracts, renewals, ownership changes, and commercial logistics.
  • Assist with special projects, audits, and initiatives related to CadCare program growth and operational excellence.
  • Other duties as assigned.

Education / Experience:

• Associate degree in a related field, or equivalent combination of education and experience, required; Bachelor’s degree preferred
• Two or more years of experience in contract administration, order entry, sales operations, or customer service required

Job Knowledge / Requirements:

• Pleasant, positive, patient, and helpful customer service skills
• Communicate clearly and professionally through listening, speaking, and writing skills
• Strong business math skills; read and interpret contracts, data, and reports
• Proficiency with MS Office and Google applications, particularly spreadsheets, along with query tools, ERP, and CRM systems
• Understand service contract terms, including coverage periods, renewals, and assignments, and know when to escalate questions to Finance or Legal
• Complete work both independently and as an effective member of the team, adapting to changing requirements, deadlines, and priorities as needed
• Manage competing priorities between scheduled contract work and time sensitive logistics requests without letting renewal deadlines slip
• Develop knowledge of Cadwell product lines, CadCare service offerings, and how equipment, electrodes, and accessories are used by clinicians, and know what questions to ask to assist customers effectively
• Critical success criteria include attention to detail, organized approach to work, effective time management and follow through

Physical Requirements / Working Conditions:

• General office positions may require some reaching, bending, stooping, squatting, crawling, kneeling, pushing, pulling, lifting and carrying up to 20 pounds, finger dexterity, repetitive motions, standing, walking, sitting, hearing, visual acuity, color vision, and 2-way written/verbal communication. More specific details may be provided as needed or requested.
• Extensive use of computer and telephone
• Work assigned shifts to cover department hours of 6:30am-5:00pm; overtime may be required to meet business needs