seeking a highly organized and experienced Customer Service Coordinator to join our newly developing Customer Service Department.
This position is responsible for ensuring high-quality customer interactions, managing full-cycle order processing, and supporting cross-functional teams in a fast-paced,
manufacturing-focused environment. The ideal candidate will bring 5+ years of experience
in customer service, possess strong analytical and communication skills, and demonstrate
adaptability and initiative as the department establishes its foundational processes and
policies.
Essential Duties and Responsibilities
Coordinate and manage full-cycle sales order processing using ERP systems such as
Sage X3, Acumatica, or NetSuite.
Respond to customer inquiries via phone, email, and ticketing platforms with
professionalism, clarity, and empathy.
Review purchase orders and contracts for accuracy and ensure alignment with internal
standards and terms.
Track and follow up on order status, delivery schedules, and backorders to ensure
timely fulfillment.
Use critical thinking and analytical skills to troubleshoot issues, resolve problems, and
escalate when necessary.
Collaborate with Sales, Shipping, Production, and Product Support teams to support the
customer experience.
Utilize ticketing systems (e.g., Zendesk, Salesforce, Freshdesk) to log, prioritize, and
resolve customer RMA requests.
Maintain accurate records of customer interactions, orders, and issue resolutions.
Assist in developing internal documentation, knowledge bases, and contribute to
ongoing process improvement.
Prepare and analyze reports using advanced Excel functions (e.g., pivot tables,
VLOOKUP, data validation).
Participate in the development of standard operating procedures and departmental best
practices.
Provide cross-departmental support to resolve fulfillment, documentation, or delivery
Participate in the development of standard operating procedures and departmental best
practices.
Provide cross-departmental support to resolve fulfillment, documentation, or delivery
challenges.
Assist with trade show and event logistics coordination as needed.
Minimum Qualifications/Experience Required
5+ years of customer service, order coordination, or sales operations experience.
Direct experience in a B2B (Business-to-Business) customer service environment is
required.
Proficient in ERP systems, ticketing platforms, and Microsoft Excel.
Strong verbal and written communication skills in English.
Experience working in a manufacturing or ISO 9001-certified environment preferred.
Demonstrated analytical thinking and organizational skills.
Ability to manage multiple tasks and deadlines in a dynamic environment.
Familiarity with customer service principles and order processing workflows.
Skilled in handling customer concerns with professionalism, empathy, and urgency.
Strong interpersonal and negotiation skills.
Adaptability and a proactive mindset in evolving or undefined process environments.
Experience supporting or coordinating trade show or industry events is a plus.
Knowledge, Skills, and Abilities
In-depth understanding of the customer order lifecycle and ERP navigation.
Ability to analyze data and trends to identify improvement opportunities.
Familiarity with inventory, shipping, and production coordination.
Advanced proficiency in Excel and other Microsoft Office tools.
Strong interpersonal and cross-functional collaboration skills.
Ability to remain calm and solution-focused under pressure.
Commitment to accuracy and consistency in data and communication.
Culturally sensitive and able to support a global customer base.
All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance. For unincorporated Los Angeles county , to the extent our customers require a background check for certain positions, the Company faces a significant risk to its business operations and business reputation unless a review of criminal history is conducted for those specific job positions.
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