International Customer Service Coordinator

Job Description

Customer Service Coordinator - International/Export Focus

Reports To: Customer Service Supervisor
Salary Range: $22-$26/hour (based on experience)
Shift: Monday-Friday, 8:00 am-4:30pm (in-office)
Type: Temp-to-Hire

About the Role
We are seeking a motivated and detail-oriented Customer Service Coordinator with proficiency in international/export operations, ideally in the manufacturing sector. Alternatively, experience in freight forwarding as an Export Coordinator would also align well with this role. The ideal candidate will thrive in a fast-paced, collaborative environment, managing key administrative, logistical, and customer service tasks. This position serves as the critical link between internal teams, global distributors, customers, and the field sales force, contributing to the seamless operation of international business activities.
Primary Objective

This role is focused on delivering world-class customer service by coordinating and managing customer inquiries, order fulfillment, shipment tracking, and export documentation processes. Collaboration across departments and effective prioritization of tasks are central to ensuring smooth operational workflows and enhancing customer satisfaction.
Key Responsibilities
Customer Inquiries & Account Management

• Respond to customer emails and calls regarding general product inquiries, quotes, order fulfillment, shipment issues, and account setups.
• Act as the primary point of contact for customer concerns, including requests for marketing materials, technical support, complaints, and machine inquiries.

• Deliver outstanding customer service, applying a solution-oriented mindset to meet customer needs promptly and ethically.
• Coordinate with internal teams, such as sales, marketing, manufacturing, and quality departments, to resolve customer issues efficiently.

• Partner with shipping teams to ensure accurate and timely deliveries to customers.
• Manage shipping schedules, resolve delivery disputes, and process returns in line with company protocols.

• Provide field sales teams with updates on order or shipment statuses, inventory reconciliation, and customer account details.
• Help coordinate logistics for marketing activities, including tradeshows, promotional events, and the distribution of marketing materials.

• Oversee the preparation of export procedures and documentation, including coordination with freight forwarders, customs brokers, and international distributors.
• Apply knowledge of Export Administration Regulations and INCOTERMS 2020 to ensure full compliance with regulatory standards.

• Identify operational inefficiencies, propose actionable solutions, and assist in the implementation of process improvements designed to enhance workflows and customer service outcomes.

• High school diploma or GED required (Bachelor's degree preferred).
• Minimum 3 years of experience in customer service or logistics coordination, ideally involving complex deliveries with multiple moving parts.
• Minimum 3 years of experience managing export-related procedures, documentation, and compliance, ideally within the manufacturing or freight forwarding industries.

• Export Logistics Expertise: Solid understanding of international trade processes, including INCOTERMS 2020 and export regulations.
• Communication Skills: Exceptional verbal and written communication in English; Spanish proficiency is a plus.
• Technology Proficiency: Skilled in Microsoft Office Suite (Word, Excel, Access, Outlook).
• Analytical Ability: Strong problem-solving and critical-thinking skills, with the ability to collaborate across departments to resolve complex customer issues.
• Organizational Excellence: High attention to detail, the ability to manage multiple ongoing projects, and priority-setting skills.
• Self-Motivated: Works independently with proactive time-management skills and a results-driven mindset.
• Customer-Focused Mindset: Positive attitude, excellent phone etiquette, and an innate ability to connect with and prioritize customer needs.