Customer Service Coordinator

Work Schedule: Monday – Friday, 8:00 AM – 5:00 PM

Position Overview

We are seeking a detail-oriented and customer-focused Customer Service Coordinator to serve as a critical liaison between customers, sales, and operations teams.

This position serves as the primary point of contact for customers and is responsible for maintaining strong customer relationships, coordinating orders, monitoring production schedules, and ensuring customer delivery requirements are met.

The ideal candidate will have strong customer service, order management, and problem-solving skills, along with the ability to work effectively with cross-functional teams in a manufacturing or production environment.

The Customer Service Coordinator will support multiple customers and sales teams across one or more manufacturing facilities, utilizing knowledge of products, production planning, logistics, and inventory management. This position works under limited supervision on routine assignments.

Key Responsibilities

Customer Service & Account Management

• Serve as the primary point of contact for customers, providing timely and professional support.

• Develop and maintain ongoing relationships with multiple customers and sales teams.

• Respond to customer inquiries regarding orders, products, inventory, production schedules, and deliveries.

• Manage complex customer accounts and orders to ensure customer requirements and expectations are met.

• Proactively communicate order updates, potential delays, and other issues that may impact customer satisfaction.

• Collaborate with internal departments to resolve customer concerns and ensure a positive customer experience.

• Generate reports and share relevant order, inventory, and production information with customers.

Order Processing & Production Coordination

• Process incoming customer orders and inquiries accurately and efficiently.

• Create and validate new item specifications and customer projects.

• Coordinate production scheduling and machine demand to meet customer delivery requirements.

• Monitor order activity, production schedules, inventory levels, and outstanding orders.

• Identify potential production or delivery issues and notify appropriate internal teams and customers.

• Coordinate outside purchases of materials and services required for customer manufacturing projects.

• Work with planning, production, and shipping teams to review schedules and order backlogs.

• Support on-time delivery by proactively addressing scheduling, inventory, and production concerns.

Cross-Functional Collaboration

• Serve as a liaison between customers, sales representatives, credit analysts, collections teams, and operations.

• Partner with Pre-Pricing Specialists to develop customer specifications and project requirements.

• Collaborate with production teams to ensure customer specifications support efficient manufacturing processes.

• Coordinate with planning, production, and shipping departments to resolve scheduling and delivery issues.

• Work with the Quality Manager to research, troubleshoot, and resolve routine customer quality concerns.

• Collaborate with plant leadership to support organizational goals and operational initiatives.

• Maintain effective communication with internal stakeholders to ensure timely resolution of customer requests.

Quality, Reporting & Process Improvement

• Identify, document, and communicate customer quality issues.

• Assist the Quality Manager in gathering information and researching customer concerns.

• Prepare and maintain accurate customer, order, production, and inventory reports.

• Follow established processes and procedures to ensure accuracy and consistency.

• Identify opportunities to improve customer service, order processing, and operational efficiency.

• Provide guidance and training to junior-level employees as needed.

• Participate in ongoing training and professional development activities.

Required Skills & Qualifications

Customer Service & Communication

• Strong customer service skills with a focus on meeting customer expectations.

• Excellent written and verbal communication skills.

• Ability to communicate proactively, professionally, and respectfully with customers and internal teams.

• Strong active listening skills and ability to identify and resolve customer concerns.

• Ability to build and maintain positive working relationships with customers, sales teams, and operational departments.

Organizational & Problem-Solving Skills

• Excellent attention to detail and commitment to accuracy.

• Strong organizational skills with the ability to prioritize and manage multiple tasks.

• Ability to work independently under limited supervision.

• Effective time management skills and ability to meet customer deadlines.

• Strong analytical and problem-solving skills, including the ability to identify issues, evaluate solutions, and make recommendations.

• Ability to exercise sound judgment when addressing nonroutine problems.

• Flexibility to adjust priorities based on customer and business needs.

Collaboration & Professional Development

• Ability to work effectively with cross-functional teams.

• Strong interpersonal skills and a collaborative, team-oriented approach.

• Willingness to learn new processes, products, and systems.

• Self-motivated with a focus on continuous improvement and professional growth.

• Ability to provide guidance and support to less-experienced team members.