Customer Service Coordinator

Job Summary:

The Customer Service Coordinator’s mission is to assist customers with product orders while performing various office duties daily and when requested. Under the direct supervision of the Customer Support Manager, they will be expected to have strong organizational skills and the ability to manage multiple tasks in a fast-paced environment. This employee will play a key role in supporting MC2 customers while ensuring smooth communication with a focus on detail and accuracy.

This job is ideal for a self-starter who thrives in a positive environment and enjoys contributing to a team.

Job Functions:

      Essential:

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• Answers incoming phone calls and routes them to the appropriate party.
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• Serves as the primary point of contact for specific customers.
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• Greets visitors at the door and directs them to the appropriate department or employee.
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• Performs office tasks such as filling printer paper and distributing mail.
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• Provides cost, lead time, and status information to customers via email and/or telephone.
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• Coordinates professional responses to customer requests.
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• Approves and provides repair quotes to customers.
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• Enters and archives customer purchase orders, repair orders, scrapped orders, and cancellations into the company’s MRP and Kinetic systems.
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• Collaborate with other departments (Engineering, Production, Accounting, Quality, and Materials) to support customer requests.
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• Assists with Accounting to help invoice and update purchase orders to receive payment, as necessary.
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      Marginal:

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• Performs other assigned duties as deemed necessary or as required.
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Job Qualifications:

      Experience: At least 3 years’ experience in office/clerical or related field is required. Employees are expected to acquire the necessary information and skills to perform the job reasonably well within 90 days in the position.

      Education: High School diploma or GED required. Some college preferred. A degree in Communications, or a related field is highly desirable.

      Skills: Strong organizational skills with the ability to manage multiple priorities is a must. Proficiency in Microsoft Office Suite (Word, Excel, Outlook) is a must. Speaking fluent Microsoft Excel is preferred. Effective written and verbal skills when communicating through email, phone, and Teams is a must. Outstanding interpersonal skills and experience collaborating with all departments in a spirit of teamwork to achieve company goals. Excellent telephone and keyboard skills required. Previous experience in account coordination, customer service, aerospace, or a similar role is highly desirable but not required.

      Certificates and Licenses: None Required.

Problem Solving: Frequent problem solving exists in this position when handling customer calls and requests. Employee needs to demonstrate listening with the ability to think critically and make sound decisions. Occasional problem-solving requires fixing discrepancies or issues with the input of purchase orders or repair orders in a positive way. 

      Decision Making: Occasional decision-making is required in this position.

      Financial Accountability: Employee is responsible for the safe use of departmental tools and equipment.  Employee is not involved in authorization of departmental expenditures.

Personal Relations: Employee has frequent contact with other employees and other departments, customers, and vendors. The ability to work independently as well as part of a collaborative team is important. Employee needs to have excellent communication skills, both written and verbal, with a strong ability to build rapport with our customers and our team.

      Supervisory Responsibilities: This job has no supervisory responsibilities.

      Work Environment: No adverse working conditions exist. Computer use is required for this position.  This position performs work in a normal office environment, most of the time. Occasional travel may be required.

      Physical Requirements: While performing the duties of this job, the employee is regularly required to perform office and computer work.  Ability to provide information and to respond to questions from customers, vendors, and inquiries as well as the ability to handle multi-line telephone systems and multiple tasks is required.  The employee must occasionally lift and/or move up 25 pounds approximately 15% of the time. The employee must have the ability to write reports and other correspondence, and the ability to effectively discuss information and respond professionally to questions from other managers and employees.