POSITION PURPOSE:

The Customer Service Coordinator will be responsible for managing order fulfillment processes, shipping discrepancies and return resolution, product complaint resolution, and providing an overall exceptional customer experience. This role will work collaboratively with Sales and Marketing, Accounting and Finance, and Supply Chain Inventory and Logistics teams. Reporting to the Director, Customer Solutions.

EDUCATION, CERTIFICATIONS AND EXPERIENCE:

Bachelor’s degree in a business-related field preferred

Zero to two years’ experience in customer service or related field

KNOWLEDGE, SKILLS AND ABILITIES:

• Detail-oriented and ability to manage multiple priorities simultaneously to meet critical deadlines in a fast-paced environment.
• Computer knowledge: (Microsoft Office, SAP, Power BI, Salesforce.com)
• Strong written and verbal communication skills.
• Excellent teamwork and interpersonal skills.
• Ability to problem solve and work cross functionally to effectively service our customers.

OCCUPATIONAL DEMANDS:

• General personal protective equipment when in the manufacturing environment
• Occasional personal vehicle/rental car use
• General office equipment

PRIMARY RESPONSIBILITIES:

Customer Service

• Responsible for the order management lifecycle for customers in a prompt and professional manner, by phone, email, or electronic commerce, this includes order entry, account maintenance, pricing, invoicing, and other order to cash activities as requested.
• Addresses and resolves escalated issues for customers which include product complaints, shipping and tracking inquires, and change order management
• Initiates credits, debits, and returns with approval from management
• Creates and maintains changes to accounts in the SAP system
• Supports execution and development of departmental strategies to increase customer satisfaction and productivity
• Communicate and help coordinate shipments with logistics and customers
• Resolve day to day operational issues, which include trouble shooting and problem resolution

• Participate in process improvement initiatives that drive a solid balance of productivity and provide positive experiences for our customers.

• Communicate and work closely with Supply Chain on logistics and inventory issues

• Supports multiple business units and orders management models

• Supports and follows departmental procedures and policies

Collaboration

• Support and collaborate with both internal and external business partners
• Supports company and departmental objectives
• Support and participate in process improvement initiatives
• Coordinates all activities to ensure customer specifications are being met.

Leadership Behaviors

• Be Positive
• Be Accountable
• Be results oriented
• Be process oriented
• Demonstrated interpersonal skills

Other Responsibilities

• Support training of new employees and processes
• Ensure individual and team performance to KPI’s and goals are being met.
• Other duties as assigned