Customer Service Coordinator

Position Overview

This role is responsible for supporting domestic and international customers through accurate order processing, logistics coordination, customer support, and cross-functional operational support. The ideal candidate will have experience working within a corporate customer service or order management environment and will demonstrate strong attention to detail, organizational skills, and the ability to manage multiple priorities in a fast-paced setting.

This position supports customer transactions using both PeopleSoft and SAP order management systems and works closely with internal teams including Logistics, Planning, Finance, Shipping, QA, IT, Commercial Operations, and external customers.

Education & Experience

• Associate degree required or equivalent relevant work experience
• Minimum 2+ years of experience in:
  • Customer service
  • Order management
  • Corporate or operational support environments
• Strong preference for candidates with experience in corporate customer service environments

Key Responsibilities

• Manage assigned domestic and international customer accounts to ensure accurate and timely transaction processing
• Receive, validate, and enter customer orders using:
  • PeopleSoft
  • SAP order management systems
• Coordinate logistics activities for export and offshore-sourced orders, including:
  • Creating shipment templates
  • Selecting carriers
  • Coordinating freight quotes
  • Managing shipment details and bookings
• Create and maintain operational processes for customer service locations worldwide
• Create and maintain electronic purchase orders for third-party vendors while ensuring proper approvals
• Review and approve invoices to ensure billing accuracy
• Follow detailed shipping and customs compliance procedures for designated international shipments
• Assist global customer service teams with operational support as needed
• Process credits, rebates, and RMAs related to pricing changes, product issues, or customer adjustments
• Build product and pricing knowledge to support RFQs and quoting activities
• Monitor shipment and open order reports to ensure customer requested ship dates and company promise dates are met
• Track shipments and implement corrective actions when delivery issues arise
• Create and maintain customer profiles and buying agreements within PeopleSoft and corporate systems
• Ensure Fiber Data Delivery documentation is available for customer shipments when required
• Respond to customer inquiries within 24 hours regarding:
  • Orders
  • Shipment status
  • Product information
  • Documentation requests
• Build technical product knowledge to recommend products and support customer requirements
• Develop effective working relationships with:
  • Planning
  • Shipping
  • QA
  • IT
  • Finance
  • Commercial Operations
  • Transportation
  • Credit & Billing Teams
  • Freight Forwarders
  • External Customers
• Resolve customer payment discrepancies in partnership with customers and Commercial Operations
• Support project work, reporting initiatives, and business team activities as needed
• Assist sales teams with reporting and analysis requests

Required Skills

• Exceptional attention to detail
• Strong multitasking and prioritization abilities
• Strong customer service orientation and quality focus
• Excellent written and verbal communication skills
• Strong organizational and problem-solving skills
• Ability to work effectively in a fast-paced, dynamic team environment
• Strong interpersonal and collaboration skills
• Proficiency with:
  • Microsoft Outlook
  • Microsoft Teams
  • Microsoft Word
  • SharePoint

Preferred Skills

• Experience with:
  • SAP
  • PeopleSoft
  • Order fulfillment systems
  • ERP systems
• Proficiency with Microsoft Excel
• Ability to support and adapt to organizational change
• Experience managing multiple projects and priorities simultaneously
• Motivated team player with strong initiative

Soft Skills

• Positive attitude
• Results-oriented mindset
• High level of initiative and accountability
• Strong communication and collaboration abilities
• Self-motivated and adaptable

Travel Requirements

• Minimal to none
• Occasional travel to domestic plants or customer locations may occur as opportunities arise