Customer Service Coordinator

Job Summary

The Customer Service Coordinator coordinates customer orders and serves as a primary contact for key and high-volume accounts. Working with Sales, Production, Shipping, Quality, and logistics partners, this position monitors orders from entry through delivery, resolves service issues, and keeps customers informed. The role supports accurate order processing, timely follow-up, and continuous improvement in the customer experience.

Essential Functions

• Coordinate customer orders from receipt through shipment and delivery. Verify order details, including product specifications, quantities, pricing, requested delivery dates, and shipping requirements, and maintain accurate records in the ERP system.
• Serve as a primary contact for assigned key and high-volume accounts. Respond promptly to inquiries, communicate order status, and follow through on customer commitments.
• Work with Sales, Production, and Shipping to confirm order requirements and delivery schedules. Identify capacity, material, or shipping concerns and communicate realistic expectations to customers.
• Monitor open orders and backorders, coordinate expediting when needed, and proactively notify customers of delays or changes. Escalate issues requiring management support.
• Investigate and resolve order discrepancies and customer service concerns. Coordinate returns, credits, and product complaints with Quality, Production, and other appropriate departments, following established approval procedures.
• Coordinate shipment details with Shipping to support accurate documentation and timely delivery.
• Prepare and maintain customer service reports, order tracking spreadsheets, and performance metrics. Identify recurring issues and communicate trends and recommended improvements to management.
• Participate in Kaizen and other continuous improvement activities to improve order accuracy, response time, and customer satisfaction.
• Perform other related duties as assigned.

Core Competencies

• Safety Awareness  - Recognizes and reports hazards and follows safe work practices in office and manufacturing areas.
• Customer Service and Relationship Management: Builds trust with customers, understands account needs, and provides responsive, professional service.
• Accuracy and Attention to Detail: Verifies order information and maintains complete, reliable records to prevent errors and rework.
• Organization and Prioritization: Manages multiple accounts, deadlines, and follow-up activities while addressing the most urgent needs.
• Communication and Collaboration: Communicates clearly and respectfully and works across departments to align customer expectations with operational capabilities.
• Analytical Problem Solving: Investigates issues, evaluates information, and coordinates practical solutions while recognizing when to escalate concerns.
• Accountability and Dependability: Takes ownership of assigned work, follows through on commitments, and maintains consistent performance.
• Technical Aptitude: Uses ERP systems and spreadsheets effectively and learns product specifications, manufacturing terminology, and customer requirements.
• Adaptability and Continuous Improvement: Responds constructively to changing priorities and contributes ideas that improve service and efficiency.

Education / Experience Requirements

• Associate degree preferred, or equivalent customer service work experience.
• At least three years of customer service experience, preferably in manufacturing or a supply chain environment.
• Advanced proficiency with ERP systems and order management platforms.
• Proficiency with Microsoft Excel, Outlook, and Word for order tracking, reporting, and customer communication.