Customer Service Coordinator(Manufacturing)

Work Arrangement: 100% Onsite
Schedule: Monday–Friday, 9:30 AM–6:00 PM
 

Position Summary

We are seeking a Customer Service Coordinator I to serve as a first point of contact for North American customers while supporting a high-volume customer service operation.

This position works closely with customers and cross-functional internal teams, including Sales, Accounting/Credit, New Accounts, Complaints, Pricing, Quality Control, Product Management, Manufacturing, Warehouse/Distribution, Marketing, and Technical Support.

The ideal candidate will have at least 2 years of customer service or call center experience, strong computer and multitasking skills, and the ability to manage a high volume of phone calls, emails, cases, and customer orders in a fast-paced environment.

Key Responsibilities

Customer Service & Call Center Support

• Serve as a first point of contact for customers through a high-volume inbound phone line and email.
• Respond to customer questions and inquiries in a professional and timely manner.
• Provide exceptional customer service while building strong relationships with customers and internal teams.
• Troubleshoot issues, solve problems, and negotiate appropriate resolutions.
• Ensure timely and complete follow-up with both internal and external customers.
• Maintain professionalism and composure while handling challenging customer situations.

Order Entry & Order Management

• Process a high volume of customer orders accurately and efficiently.
• Provide customers with information regarding:
  • Inventory availability
  • Pricing
  • Shipping
  • Technical inquiries
  • Order status
• Perform accurate order entry and order management for a large customer base.
• Use multiple systems simultaneously to research information and ensure order accuracy.
• Independently initiate corrective actions and customer accommodations using sound judgment.

Case Management

• Manage a high volume of customer inquiries and order-related cases within Salesforce.
• Document customer interactions and maintain accurate case information.
• Assist with customer complaints in coordination with the appropriate internal team.
• Ensure cases and customer issues receive appropriate follow-up through resolution.

Account Maintenance & Cross-Functional Support

• Maintain and update dealer and customer profiles.
• Verify account information, including payment terms, carrier information, freight terms, and account notes.
• Coordinate with the New Accounts team regarding required account setup changes.
• Partner with Sales, Accounting/Credit, Manufacturing, Distribution, Pricing, Quality, Marketing, and other internal departments to resolve customer needs.
• Attend scheduled product and technical training.

Required Qualifications

• High school diploma or equivalent.
• 2 years of customer service, call center, or cross-functional commercial experience.
• Experience working in a high-volume customer service environment.
• Ability to effectively multitask across multiple computer systems.
• Strong order entry and data-entry skills.
• Ability to type approximately 50 WPM.
• Proficiency with:
  • Microsoft Word
  • Microsoft Excel
  • Email
  • Web-based applications
• Excellent professional verbal and written communication skills.
• Strong attention to detail and problem-solving abilities.
• Ability to independently research and resolve customer issues.
• Ability to meet or exceed established department performance metrics.
• Ability to remain calm and professional while managing a high workload.
• Reliable and punctual attendance.
• Ability to adapt quickly within a rapidly changing environment.

Preferred Qualifications

• Previous call center experience.
• Experience within the life sciences industry or a related field.
• Experience with Salesforce case management.
• Experience with PeopleSoft Order Management or a comparable ERP/order management system.
• Experience supporting high-volume order entry and customer inquiries.