Service Delivery Coordinator

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Description

Job Summary

The Service Delivery Coordinator reports to the Director of Operations and coordinates customer order fulfillment from receipt through final shipment, ensuring customer requirements, project specifications, quality standards, and delivery commitments are met. This role serves as the primary link between customer requirements, Project Management, and warehouse operations, monitoring order progress, communicating priorities, identifying risks, and coordinating issue resolution. The position requires strong organizational, communication, and problem-solving skills to support accurate, timely, and consistent service delivery while proactively addressing issues before they affect customer satisfaction.

Reporting Relationships

• Reports to: Director of Operations
• Non-supervisory position

Primary Job Responsibilities

• Coordinate customer orders from receipt and order intake through picking, packing, quality control, and final shipment, ensuring orders are processed accurately, completed on schedule, and fulfilled in accordance with customer requirements and service-level agreements.
• Review customer orders and specifications to verify quantities, product condition, packaging, labeling, documentation, and shipping information. Monitor order progress, identify potential delays or discrepancies, and coordinate timely resolution or escalation of issues.
• Conduct or coordinate quality checks to ensure orders meet customer-specific standards and established procedures before shipment. Document quality concerns, initiate and maintain quality holds when requirements are not met, and escalate issues to the Logistics Manager and applicable Project Manager.
• Coordinate daily warehouse fulfillment and shipping activities with warehouse personnel to ensure work is prioritized appropriately and customer commitments are met. Verify outbound orders are properly packed, labeled, and documented, and ensure shipment confirmations and tracking information are issued accurately and promptly.
• Maintain current knowledge of customer-specific requirements and serve as the primary warehouse-side coordination link with Project Management. Provide timely order-status updates, communicate operational constraints and potential service risks, and ensure changes to customer requirements are communicated to the appropriate personnel.
• Maintain accurate records of order status, quality inspections, service exceptions, shipment details, and corrective actions. Identify recurring issues affecting order accuracy, delivery performance, and quality, and recommend practical process improvements to enhance service consistency, operational efficiency, and customer satisfaction.

Job Competencies, Skills & Experience

• 2-4+ years of experience in warehouse operations, order fulfillment, logistics coordination, project coordination, or a related field.
• Experience supporting customer accounts or working in a customer-focused operational environment is preferred.
• Working knowledge of Warehouse Management Systems (WMS).
• Basic to intermediate proficiency with Excel or comparable reporting tools.
• Demonstrated ability to identify, document, and act on quality issues under schedule pressure.
• Strong organizational and problem-solving skills.
• Excellent written and verbal communication skills.
• Ability to communicate problems early and clearly rather than waiting for issues to become customer-facing.
• Ability to coordinate work across teams without formal authority over the individuals performing the work.
• Strong attention to detail and follow-through.
• Ability to manage multiple orders, priorities, and deadlines in a fast-paced warehouse environment.
• High school diploma or equivalent required.

Environment and Normal Working Conditions

Work is performed in a combination of office, warehouse, and shipping environments. The position requires regular movement throughout the facility and may involve exposure to typical warehouse conditions such as noise, varying temperatures, dust, and equipment traffic. Normal hours are generally 8:00 a.m.-5:00 p.m., with occasional work outside normal business hours based on operational needs.

Physical Requirements

The position requires frequent sitting, standing, walking, reaching, and use of computers, scanners, and other equipment. Occasional bending, stooping, kneeling, crouching, twisting, and lifting, carrying, pushing, or pulling up to 25 pounds may be required. Employees must be able to safely navigate the warehouse and perform visual, hearing, communication, and manual coordination tasks necessary to complete essential job duties.

Reasonable Accommodations Statement

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with /disabilities to perform the essential functions.

Notice of AI Use in Job Application Review

As part of our commitment in creating a fair, efficient, and consistent hiring process we may use artificial intelligence (AI) to help our recruiting teams organize, summarize, and analyze information provided by candidates, including resumes, application responses, and other materials submitted during the application process.AI may be used to identify patterns, highlight relevant skills, and experience, and assist in comparing a candidate's qualifications with the requirement of a specific role. These tools are to improve efficiency and consistency while supporting more informed hiring decisions, which will ultimately be made by the hiring team.