Operations & Customer Support Coordinator

Laacke & Joys is acquiring an established niche manufacturing business with loyal customers, quality products, and significant opportunity for growth. We are looking for a hands-on manufacturing leader who is ready to take the next step in their career by leading a business through its next chapter.

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This is a unique opportunity for someone who wants more than a traditional customer service or operations role. You will have the opportunity to support the business as if it were your own, with the support, resources, and stability of an established manufacturing company behind you.

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This is a lean operation consisting of you and a General Manager, supported by shared services across Laacke & Joys. You will be involved in all aspects of the business, from maintaining customer relationships and ensuring orders ship on time to improving operations.

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This role requires someone who enjoys building, solving problems, and taking ownership. Your days may involve working directly with customers, purchasing materials, managing inventory, or helping prepare shipments.

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The immediate priority will be to ensure a smooth ownership transition while maintaining the trust and loyalty of existing customers. Over time, you will work with the General Manager to improve the performance of the business.

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POSITION SUMMARY

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Reporting to the General Manager, the Operations & Customer Support Coordinator is responsible for supporting the day-to-day operations of the business. This role serves as the primary point of contact for customers, processes orders, coordinates shipping activities, manages inventory transactions, and provides product guidance and installation support. The position works closely with the General Manager to ensure excellent customer service, accurate order fulfillment, and efficient business operations.

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KEY RESPONSIBILITIES

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Customer Service & Sales Support

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• Answer incoming phone calls, emails, and customer inquiries.
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• Assist customers in identifying the correct console, mounting equipment, and related accessories for their vehicle application.
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• Provide basic product and installation guidance.
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• Prepare quotations and process customer orders.
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• Follow up on customer questions, shipment status requests, and order issues.
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Order Processing & Shipping

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• Enter, verify, and process customer orders.
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• Pick, pack, and prepare products for shipment.
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• Generate shipping labels and shipping documents.
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• Ensure orders are shipped accurately and on time.
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• Track shipments and resolve delivery issues.
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Inventory & Receiving

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• Receive incoming inventory and verify quantities.
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• Enter inventory transactions into company systems.
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• Organize and maintain warehouse stock.
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• Conduct periodic inventory counts and reconcile discrepancies.
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• Maintain accurate inventory records.
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Administrative Support

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• Assist with vendor communications and purchasing activities.
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• File and organize business documents.
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• Support invoicing and order documentation processes.
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• Assist the General Manager with special projects and operational initiatives.
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Product Knowledge & Technical Support

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• Develop a working knowledge of vehicle console systems and related products.
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• Help customers determine the products required for specific vehicle configurations.
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• Provide basic troubleshooting and installation assistance.
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• Escalate more complex technical issues to the General Manager or Engineering as appropriate.
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Qualifications

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• High school diploma or equivalent required.
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• 2+ years of experience in customer service, operations, inside sales, distribution, or a related role preferred.
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• Strong organizational and multitasking abilities.
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• Excellent verbal and written communication skills.
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• Experience with shipping software, inventory systems, or ERP software preferred.
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• Proficiency with Microsoft Office applications.
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• Ability to lift and move packages up to 50 pounds.
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• Mechanical aptitude and ability to learn technical product applications.
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Key Success Factors

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• Highly responsive to customers.
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• Strong attention to detail and accuracy.
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• Self-starter capable of working independently.
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• Comfortable wearing multiple hats in a small business environment.
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• Strong problem-solving and customer service orientation.
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• Reliable and dependable in handling daily operational responsibilities.
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