Customer Operations Coordinator II-III (33124)

POSITION SUMMARY

Under direct supervision, The Customer Operations Coordinator is responsible for coordinating day-to-day customer operations and serving as a key liaison between customers and internal teams, ensuring orders, projects, and customer requests are executed accurately and on schedule. This role coordinates customer activities from order through delivery, proactively communicates updates, resolves issues, and keeps cross-functional teams aligned to deliver outstanding customer experience. Success in this role requires strong organization, communication, and relationship-building skills.

ESSENTIAL FUNCTIONS

Customer Relationship Management

• Serve as a point of contact for assigned customer accounts.
• Build strong customer relationships through responsive communication and proactive follow-up.
• Coordinate customer meetings, document action items, and ensure timely resolution of requests.
• Maintain visibility into customer priorities and communicate changes to internal stakeholders.
• Travel occasionally to customer sites (up to 10%).

Customer Order & Account Coordination

• Coordinate customer orders from receipt through delivery by partnering with Sales Order Management, Supply Chain, and Operations (Backlog Management).
• Monitor order status, shipments, backlog, and billing activities to ensure customer expectations are met.
• Resolve order discrepancies and customer(s) change requests while keeping customers informed of any updates or changes.
• Support consignment inventory programs and assist with Bill of Materials (BOM) updates and customer-specific inventory requirements.
• Maintain customer records, pricing information, and related documentation.

Customer Project Coordination

• Coordinate customer-related projects by tracking milestones, deliverables, and action items.
• Facilitate communication between Sales, Engineering, Operations, Service, and customers to ensure projects remain on schedule.
• Identify potential risks or delays and escalate issues when appropriate.
• Maintain project trackers and provide regular status updates to customers and internal teams.

Business Support & Continuous Improvement

• Prepare customer quotes, reports, presentations, and business updates.
• Maintain accurate CRM (Salesforce) records and customer activity.
• Analyze workflows and recommend process improvements that enhance customer experience and operational efficiency.
• Develop and maintain procedures and documentation supporting customer operations.
• Complies with EBARA's safety policies, including participation in and completion of all required safety training.
• Maintains clean and safe working environment compliant with Ebara and customer safety policies.
• Performs other duties as assigned. (Non-Essential)

POSITION QUALIFICATIONS

Competency Statement(s)

• The ability to lift 35 lbs. unassisted from the floor to waist level.
• The ability to perform the identified essential functions of the classification, including the operation of any machinery and/or equipment that is associated with performing the essential functions.
• The ability to perform the essential functions of the position in a cross cultural, demanding and dynamic environment.
• The ability to perform the essential functions of the position without posing a direct threat of harm to him/herself, others or property.
• The ability to adhere to EBARA personnel policies and practices, including the attendance and punctuality requirements.
• The ability to work well under pressure, meet multiple and sometimes competing deadlines, and at all times demonstrate cooperative behavior with colleagues and supervisors.

Education

• Associate degree or equivalent combination of education and relevant work experience.

Experience

• 2-5 years of experience in customer service, operations coordination, service administration, or a related field.

SKILLS & ABILITIES

• Working knowledge of Microsoft Office Suite
• Customer Focus: Demonstrates a commitment to meeting customer needs and maintaining strong customer relationships.
• Organization: Effectively manages multiple requests, schedules, documentation, and priorities.
• Communication: Communicates information clearly and professionally with customers and internal teams.
• Problem Solving: Identifies issues, evaluates alternatives, and takes appropriate action to resolve problems.
• Accountability: Takes ownership of assigned responsibilities and follows through to completion.
• Collaboration: Works effectively across departments.
• Attention to Detail: Maintains accurate records and identifies discrepancies before they become larger issues.